Data Analyst - Customer Experience Team

Job Title : Data Analyst - Customer Experience

Function/ Department : New Age - Data & Analytics

Job Purpose :

We are seeking a highly analytical and business-savvy Data Analyst to join our Customer Experience team. This role is ideal for someone who thrives on uncovering insights from data, understands customer behavior deeply, and is passionate about using analytics to drive impactful business decisions. You will work closely with cross-functional teams and leverage modern analytical techniques to enhance customer journeys and business outcomes.

Roles & Responsibilities :

• Understand Customer Journeys : Analyse customer lifecycles, service touchpoints, and product interactions to identify opportunities for improvement, including developing predictive models to understand customer behaviour, churn risk, and engagement patterns.
• Data Exploration & Insight Generation : Dive deep into customer data to uncover trends, patterns, and actionable insights that influence strategic decisions, leveraging statistical analysis and machine learning techniques where appropriate.
• Analytical Solution Design : Develop and implement data-driven solutions tailored to business needs, using advanced analytics, machine learning, predictive modelling, segmentation, forecasting, and optimization techniques.
• Quality Control & Monitoring : Establish robust processes to ensure accuracy, timeliness, and reliability of data, analyses, recommendations, and machine learning models, including ongoing performance monitoring and model validation.
• Process Optimization : Challenge existing practices and propose innovative analytical and machine learning solutions to improve efficiency, automation, and effectiveness.
• Stakeholder Collaboration : Build strong relationships with internal teams to align on goals, share insights, and drive consensus on analytical and model-driven recommendations.
• Strategic Impact : Maintain a clear understanding of how analytical initiatives and predictive models contribute to broader business objectives, customer experience enhancements, and business growth.
• Proficient in data analysis tools and techniques (e.g., SQL, Python, PySpark, Excel, visualization tools), with hands-on experience in statistical modelling, machine learning frameworks, model development, validation, and deployment.

Education Qualification :

• Graduation : Bachelor of Science (B.Sc.) / Bachelor of Technology (B.Tech.) / Bachelor of Computer Applications (BCA)
• Post-Graduation : Master of Science (M.Sc.) /Master of Technology (M.Tech.) / Master of Computer Applications (MCA)
• Experience : 3-6 years of relevant experience.