Customer Experience Insights Specialist

4 weeks ago


Bengaluru, Karnataka, India Eastvantage Full time

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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