Data Storyteller

2 weeks ago

Delhi, Delhi, India Tech Mahindra Full time

As a Data Storyteller on the Customer Experience team, you will play a pivotal role in leveraging data-driven insights to enhance customer satisfaction, loyalty, and retention.

You will work closely with data scientists, customer care, marketing, digital & product teams to uncover actionable insights from customer data and translate them into compelling narratives that drive strategic initiatives and improve the overall customer journey.


Key Responsibilities:
1.

Data Analysis and Insights Generation:

  • Analyse customer data including customer feedback, behaviour patterns, usage trends, and interaction data across multiple touchpoints (e.g., call centres, online platforms, retail stores).
  • Identify key drivers of customer satisfaction, churn, and loyalty through advanced statistical analysis and predictive modelling techniques.
  • Explore customer segmentation strategies to understand distinct customer personas and tailor experiences accordingly.
2.

Storytelling and Visualization:

  • Craft compelling narratives that communicate key insights and trends in customer behaviour, preferences, and sentiment.
  • Develop visually engaging presentations, reports, and dashboards using data visualization tools (e.g., Tableau, Power BI) to effectively communicate findings to stakeholders.
3.

Strategic Recommendations and Actionable Insights:

  • Collaborate with cross-functional teams to translate data insights into actionable recommendations that improve the end-to-end customer experience.
  • Provide strategic guidance on customer-centric initiatives, product enhancements, and service improvements based on data-driven insights.
  • Monitor and evaluate the impact of customer experience initiatives, tracking key performance indicators (KPIs) and adjusting strategies as needed.
4.

Stakeholder Engagement and Collaboration:

  • Partner with data scientists, customer care, marketing, digital & product teams to align data insights with business objectives and customer needs.
  • Present findings and recommendations to senior leadership and key stakeholders, facilitating data-driven decision-making and prioritization.
  • Foster a culture of data-driven decision-making within the organization, promoting the use of data storytelling to drive customer-centric strategies.
5.

Continuous Learning and Development:

  • Stay abreast of industry trends, best practices, and emerging technologies related to customer experience analytics and data storytelling.
  • Enhance skills in data manipulation, statistical analysis, and storytelling techniques through training, self-study, and professional development opportunities.
  • Actively contribute to the development of analytical tools, methodologies, and frameworks to streamline data analysis and storytelling processes.

Qualifications:

  • Bachelor's or Master's degree in Data Science, Statistics, Computer Science, Business Analytics, or a related field.
  • Proven experience in data analysis, visualization, and storytelling, with a focus on customer
experience or customer analytics within the telecommunications industry.

  • Strong proficiency in SQL, Python or other programming languages for data manipulation and analysis.
  • Experience with data visualization tools such as Tableau, Power BI, or similar platforms.
  • Excellent communication and presentation skills, with the ability to convey complex technical concepts in a clear and concise manner to non-technical stakeholders.
  • Strong business acumen and understanding of customer-centric principles and methodologies.
  • Ability to work effectively in a collaborative, cross-functional environment, and influence decision-making at all levels of the organization.
  • Analytical mind-set with a passion for uncovering insights and driving continuous improvement in customer experiences

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