Program Analyst

7 days ago

Gurgaon, Haryana, India Goibibo Full time ₹ 1,20,000 - ₹ 3,60,000 per year

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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