Product & Insight Analyst

Customer & Loyalty Insight Analyst

Location: Bangalore (Hybrid)

Type: Full-Time

Team: Data Centre of Excellence

This role is for you if you are:

1. Proactive
   and naturally inclined to investigate patterns, issues, and opportunities
2. Comfortable presenting to senior stakeholders
   and influencing decisions with insight
3. A strong storyteller
   who can distil complex data into clear, actionable narratives
4. Experienced working with product data and event-level behavioural analytics
5. Energised by a fast-paced, startup-style environment
   with high ownership and ambiguity

About the Role

We are looking for a Customer & Loyalty Insight Analyst to join our Data Centre of Excellence and drive deep behavioural understanding across our loyalty programme. This role sits at the intersection of CRM measurement, promotional performance, and product feature analytics. You will analyse how customers respond to campaigns, promotions, and product experiences, diagnose why behaviours change, and recommend targeted interventions to improve activation, engagement, usage frequency, and long-term loyalty.

You will work closely with Senior Analysts, CRM and Promo teams, Product Managers, and Data Engineering to ensure insights directly influence targeting strategies, feature decisions, and programme optimisation.

Key Responsibilities

1. Loyalty Programme Insight & Behavioural Deep-Dives

• Analyse user behaviour across the lifecycle: activation, engagement, usage, and retention

• Identify behavioural bottlenecks and opportunities across loyalty journeys

• Conduct cohort, lifecycle, and value segmentation to deepen customer understanding

• Produce structured insight narratives for monthly and quarterly reviews

2. CRM Measurement & Targeting Insight

• Measure CRM effectiveness across channels, audiences, and message strategies

• Identify uplift, engagement shifts, and behavioural changes driven by CRM touchpoints

• Recommend who to target, when, and with what message

• Support experimentation frameworks and audience optimisation

3. Promotion Performance & Targeting

• Evaluate promo effectiveness across audience groups, behaviours, and incentive types

• Identify which customer cohorts respond best to which promotion mechanics

• Surface opportunities for more precise promo targeting to improve ROI

• Diagnose anomalies in promo outcomes and recommend corrective actions

4. Product Feature Measurement & Behaviour Analytics

• Analyse feature adoption, drop-offs, and user flows to identify friction and opportunities

• Partner with Product Analysts to ensure tracking is reliable and supports robust measurement

• Assess how product changes influence customer behaviour and loyalty outcomes

• Provide actionable insight to optimise feature design and prioritisation

5. KPI Monitoring & Root Cause Analysis

• Monitor loyalty, CRM, and promo KPIs to spot early signals and behavioural shifts

• Lead structured RCAs to determine drivers behind fluctuations

• Work with DataOps, product, and engineering to diagnose underlying data or behaviour issues

6. Reporting, Storytelling & Stakeholder Influence

• Build dashboards and recurring reports for CRM, Promo, Loyalty, and Product teams

• Translate complex data into concise, senior-friendly narratives

• Present findings clearly and recommend actions grounded in behavioural insight

What We're Looking For

Experience

• 5–7 years
in customer insight, CRM analytics, loyalty analytics, or product analytics

• Background in consumer apps, loyalty programmes, CRM-led organisations, or e-commerce is preferred

Technical Skills

• Strong SQL; comfort analysing large behavioural/event datasets

• BI experience (Power BI, Tableau or similar)

• Python for segmentation or deeper analysis is a plus

• Mixpanel experience is a strong bonus (Amplitude, GA4 also relevant)

Mindset & Capabilities

• Highly analytical with strong diagnostic thinking

• Excellent storyteller who can influence decisions through clear insight

• Comfortable presenting to senior stakeholders

• Able to thrive in fast-paced, agile environments with shifting priorities

Why Join Us?

• Work across CRM, Promo, and Product measurement
, influencing the direction of a global loyalty programme

• Collaborate closely with CRM leads, Product Managers, Promo teams, and Senior Insight Analysts

• Drive insights that shape user targeting, offer design, feature prioritisation, and programme optimisation

• Gain deep expertise across loyalty strategy, behavioural analytics, and CRM impact measurement

• Progress into a Senior Insight Analyst or Loyalty Strategy role with strong visibility and ownership