Strategy Analyst - Customer Happiness

We are looking for a high?impact Strategy Analyst to drive data?backed decision making, operational efficiency, and strategic initiatives across the business. This role will work closely with senior leadership, operations, product, and tech teams to identify opportunities, lead problem?solving, and execute initiatives that improve scale, efficiency, and customer outcomes.
The ideal candidate combines strong analytical skills, structured thinking, and execution orientation, and is comfortable operating in a fast?moving, ambiguous environment.
Key Responsibilities

• Strategy & Problem Solving
• Support strategic initiatives across operations, automation, cost optimization, and growth.
• Break down complex business problems into structured frameworks and actionable insights.
• Conduct deep?dive analyses to identify efficiency levers, bottlenecks, and improvement opportunities.
• Support leadership in shaping medium? to long?term strategy through insights and recommendations.
• Analytics & Insights
• Own recurring and ad?hoc analysis across KPIs such as inflow, TAT, productivity, quality, leakage, and cost.
• Build dashboards, trackers, and models to enable data?driven decision making.
• Translate data into clear narratives and recommendations for senior stakeholders.
• Program & Initiative Execution
  
• Drive cross?functional initiatives end?to?endfrom problem definition to execution and tracking.
• Coordinate with Ops, Product, Tech, and Automation teams to ensure delivery against goals.
• Track impact, risks, dependencies, and outcomes of key strategic programs.
• Stakeholder Management
• Partner closely with Ops leadership and functional heads to understand priorities and constraints.
• Prepare structured updates, business reviews, and leadership presentations.
• Act as a thought partner to senior stakeholders on strategy and execution trade?offs.
• Continuous Improvement
• Identify opportunities for automation, process re?engineering, and AI/Agentic workflows.
• Benchmark internal performance against best practices and industry trends.
• Help institutionalize best practices, playbooks, and review mechanisms.
  

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Required Qualifications

• 26 years of experience in Strategy, Consulting, Business Analytics, Ops Excellence, or Program Management
• Strong analytical skills with hands?on experience in Excel / Google Sheets; SQL or BI tools are a plus.
• Ability to structure ambiguous problems (prepare BRDs) and drive clarity.
• Excellent communication skillswritten and verbal.
• Proven ability to work cross?functionally and manage multiple stakeholders.
• Strong ownership mindset with bias for action.
  

Preferred / Good To Have

• Experience in Insurance, Fintech, BFSI, Marketplace, or Operations?heavy environments
• Exposure to automation, process redesign, or AI?led initiatives
• Prior experience in startups or fast?scaling organizations