Lead - Customer Analytics & Insights

JOB DESCRIPTION SECTION I BASIC INFORMATION ON THE POSITION UJR Name Lead - Customer Analytics Insights Designation Role Name Lead - Customer Analytics Insights Function Strategic Initiatives Sub Function Strategic Initiatives Current Band Band 3 Manager Individual Contributor Manager SBU Realty Business Location Thane UJR Code Lead - Customer Analytics Insights Realty Business Strategic Initiatives SECTION II ORGANIZATIONAL RELATIONSHIPS Direct Reporting Indirect Dotted Reporting Next Level or Skip Level Supervisor Manager CEO Immediate Supervisor Manager Head-Strategic Initiatives Position Number of positions reporting to the role 1- Data Analyst Position titles of reportees SECTION III PURPOSE OF THE ROLE To lead the development and execution of customer insight and analytics strategies that uncover deep customer understanding drive data-driven decision making and shape high-impact CX strategies This role transforms qualitative and quantitative data into actionable insights to influence strategic planning and continuous customer-centric improvements across functions SECTION IV KEY RESPONSIBILITIES AND ACCOUNTABILITIES OF THE ROLE Design and execute a comprehensive Voice of Customer VoC program capturing feedback Insights across all key touchpoints Develop analytical models for to turn disparate data points into coherent and actionable customer narratives Create a feedback loop that channels customer insights back to relevant departments for immediate action and long-term strategic adjustments Create real-time dashboards and reports for CX performance customer satisfaction NPS and churn metrics Lead data integration across Sales CRM Project Execution and Finance to develop unified customer views Conduct root cause analysis for churn escalations and complaints and recommend strategic improvements Own the NPS measurement program end-to-end including survey design deployment and insights delivery Develop predictive models to anticipate customer behavior and recommend proactive interventions Benchmark customer experience metrics against real estate and cross-industry standards SECTION V KEY RESULT AREAS Key performance goals for the role Critical outcomes of a job contributing to the organization s and role s success Weightage should add up to100 NPS customer satisfaction metrics Improvement Insights Delivery 35 Data Integration Unified Customer View Predictive Modeling Strategic Recommendations 25 Accuracy Timeliness of CX Dashboards 20 Actionable Insight Generation from VoC Analytics 20 TOTAL 100 SECTION VI FINANCIAL ACCOUNTABILITY GEOGRAPHICAL SCOPE as applicable Financial Accountability with exclusive authority Geographical Scope All India SECTION VII KNOWLEDGE EXPERIENCE SKILLS AND ABILITIES Education Qualification Bachelor s in Statistics Mathematics Economics or Engineering with strong quantitative focus Preferred Master s degree in Data Science Business Analytics Statistics or MBA with specialization in Analytics Certifications in tools like SQL Python R Power BI Tableau or platforms like Google Analytics Salesforce etc Worked on these for atleast 2-3 years Technical Professional Knowledge required What someone NEEDS TO KNOW Expertise in tools like Power BI Tableau Google Analytics and CRM analytics modules Advanced skills in SQL R Python for data modeling and statistical analysis Strong understanding of customer behavior metrics NPS CES CSAT Knowledge of customer lifecycle journey mapping and funnel analytics Understanding of CRM and ERP systems- Salesforce SAP Experience required What someone NEEDS TO HAVE DONE 8-12 years in data analytics customer insights or strategy roles within a customer-focused function Prior experience in real estate hospitality or B2C services industry luxury industry automobiles luxury retail airlines Essential RLC for the role Essential Leadership Competencies that need to be demonstrated or how they NEED TO BEHAVE Strategic Thinking Business Customer Centricity Cross-Functional Influence Analytical Problem-Solving Outcome Orientation Communication Data Storytelling Purpose led Transf Breakthru mindset collaboration customer emp Personal Attributes required Personal qualities motivations and preferences likely to enhance performance in the role Curiosity and a drive for deep insight Bias for action and decision-making High accountability and integrity Collaborative mindset Adaptability and learning agility Domain Functional skills required VoC program design and execution Predictive analytics and data mining Customer segmentation and persona development Dashboarding and performance measurement Real estate industry knowledge desirable NPS CX benchmarking best practices Customer Centricity Customer Experience Design SECTION VIII KEY INTERACTIONS Internal Key interactions within the organization Nature or purpose of interaction BD Sales Mktng Finance Pre-Sales External Key Interactions outside the organization Nature or purpose of interaction