Customer Experience Insights Specialist
4 weeks ago
Job Title: Customer Experience Insights Specialist
About the Role:
We are seeking a highly skilled Customer Experience Insights Specialist to join our team at Eastvantage. As a key member of our Customer Experience team, you will play a crucial role in improving customer experience, retention, and growth by identifying opportunities in the moment that matter and surfacing them to teams across functions.
Key Responsibilities:
- Stitch and analyze data from primary/secondary sources to determine key drivers of customer success, loyalty, risk, churn and overall experience.
- Verbalize and translate these insights into actionable tasks.
- Develop monthly and ad-hoc reporting.
- Maintain Qualtrics dashboards and surveys.
- Take on ad-hoc tasks related to XM platform onboarding, maintenance or launch of new tools
- Understand data sets within the Data Services Enterprise Data platform and other systems
- Translate user requirements independently
- Work with Business Insights, IT and technical teams
- Create PowerPoint decks and present insights to stakeholders
Requirements:
- Bachelor's degree in data science/Analytics, Statistics or Business. Masters degree is a plus.
- Extract data and customer insights, analyze audio or speech, and present them in any visualization tool.
- 5+ years of experience in an analytical, customer insights or related business function.
- Basic knowledge of SQL and Google Big Query.
- 1+ year of experience working with Qualtrics, Medallia or another Experience Management platform
- Hands-on experience with statistical techniques: profiling, regression analysis, trend analysis, segmentation
- Well-organized and high energy.
- You are available to work from our Bangalore office from Day 1 in a night shift.
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