
Program Analyst
6 days ago
About the Opportunity:
Role : Program Analyst
Level : Assistant Manager/ Deputy Manager
Location : Gurugram
Function : Customer Experience Team
About the Role
As a Program Analyst Customer Experience, the incumbent will play a critical role in leveraging data and structured problem-solving to elevate customer journeys. The role will be responsible for extracting actionable insights, building execution roadmaps, and partnering with cross-functional teams to deliver measurable improvements in processes, journeys, and overall customer satisfaction.
What will you be doing
- Writing SQL and Python code to extract, cleanse, and present data from multiple databases to enable faster decision-making.
- Analyzing customer data to generate actionable insights that drive business and experience outcomes.
- Applying basic data modelling techniques to support recommendations and predictive analytics.
- Building and managing the customer experience roadmap with quarterly, half-yearly, and annual plans.
- Enhancing customer journeys by reducing effort, minimizing interactions, and ensuring effective communication.
- Driving process improvements within the guardrails of cost, quality, speed, reliability, and experience.
- Owning and reporting key experience metrics such as NPS, CSAT, CES, and call ratios.
- Collaborating with Operations, Product, Quality, and Fulfilment teams to highlight, prioritize, and resolve customer experience gaps.
Qualification & Experience
- Engineering graduate from a reputed institute with 4 to 7 years of prior experience in consulting or the travel industry in customer experience roles.
- Proficiency in SQL and familiarity with Python.
- Prior exposure to customer experience data and metrics such as NPS, CSAT, CES, etc.
Key Success Factors for the Role
- Strong data visualization skills.
- Logical, step-by-step problem-solving approach.
- Ability to quantify and prioritize problems effectively.
- Skill in identifying input levers and establishing correlations with output metrics.
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