Data-Driven Customer Experience Strategist

3 days ago

Hyderabad Secunderabad Telangana, India beBeeCustomerInsights Full time ₹ 1,04,000 - ₹ 1,30,878
Lead Customer Insights Manager

This role requires a highly skilled professional to lead multiple initiatives focused on enhancing post-purchase product support, driving customer awareness, and improving content effectiveness.

  • Manage three critical workstreams:

Annotations & ML Calibrations – Oversee the quality and accuracy of catalog data annotations to improve machine learning models.

Post-Purchase Content Quality Improvement – Identify low-performing support content, analyze root causes for low engagement, and develop scalable mechanisms to enhance content effectiveness and usability.

Develop a strong operational framework for process standardization, ensuring high-quality SOPs are built for ambiguous and evolving processes.

  • Work cross-functionally with Product, Marketing, Machine Learning, Customer Support, and Business Teams to align on priorities and drive impactful changes.
  • Leverage data insights from return reasons, customer reviews, and post-purchase engagement trends to improve content and catalog accuracy.

Basic Qualifications:

  • 2+ years of program or project management experience
  • 2+ years of team management experience
  • Experience leading process improvements
  • Strong process-building and operational execution skills
  • Proficiency in SQL and Excel (advanced formulas, automation, data visualization)

Preferred Qualifications:

  • Knowledge of databases (querying and analyzing) such as SQL, MYSQL, and ETL Manager
  • Experience working with machine learning calibration, catalog annotation, or customer insights programs

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