Customer Insights

3 days ago

Noida, Uttar Pradesh, India HCLSoftware Full time ₹ 15,00,000 - ₹ 20,00,000 per year

Position Summary:As a Customer Feedback and Insights Manager within the Customer Success organization, you will lead strategic efforts to capture, analyze, and act on customer insights across the HCLSoftware product portfolio. Your primary responsibility will be to drive voice-of-the-customer (VoC) programs, deliver actionable intelligence to stakeholders, and continuously enhance the customer experience. This is a critical role bridging the gap between customer expectations and internal strategy—ideal for someone with a strong background in customer advocacy, data analytics, and cross-functional collaboration.

Key Responsibilities:

  • Design and lead Voice of the Customer (VoC) programs across key customer journeys (onboarding, support, adoption, renewal, etc.)
  • Develop and implement frameworks for collecting and synthesizing customer feedback via NPS, CSAT, CES, in-product surveys, interviews, and advisory councils
  • Analyze qualitative and quantitative data to identify trends, pain points, and opportunities for improving customer satisfaction and product adoption
  • Collaborate with Product Management, Support, Marketing, and Sales to translate insights into strategic action plans
  • Drive the operationalization of insights through dashboards, customer health metrics, and regular reporting cadences
  • Own and evolve the closed-loop feedback process, ensuring customer concerns are addressed and learnings are captured
  • Support Customer Success leadership in prioritizing initiatives based on customer impact and feedback
  • Facilitate Executive Business Reviews (EBRs) and Customer Advisory Boards (CABs), acting as a feedback conduit
  • Mentor team members and contribute to the development of best practices in customer intelligenceQualifications:
  • Education: Bachelor's/Master's degree in Marketing, Business, Statistics, or a related field.
  • 12–15 years of relevant experience in customer insights, customer experience (CX), or customer success roles
  • Strong analytical skills with experience in survey design, data interpretation, and insight storytelling
  • Proficiency with customer feedback platforms), CRM tools (Salesforce), and analytics tools (Power BI, Tableau, Excel)
  • Proven ability to influence cross-functional teams and present insights to executive stakeholders
  • Excellent communication, facilitation, and stakeholder management skills
  • Experience working in B2B SaaS or enterprise software environments preferredPreferred Skills:
  • Certification in customer experience (e.g., CCXP – Certified Customer Experience Professional).
  • Lean Six Sigma or other process optimization methodology experience.
  • Strong empathy and ability to advocate for the customer within business decision-making processes.
  • Adept at navigating ambiguity in fast-paced, evolving environments

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