Customer Insights Analyst

Employment Terms

• Employment Type: Full-Time, Permanent.
• Location: Pune, Maharashtra.
• Work Mode: 6 Days Work from Office.
• Notice Period: Maximum 30 Days.

Job Description: CX Analyst & Consumer Insights

Role Summary

We are seeking a sharp, data-driven CX Analyst & Consumer Insights specialist to join our Consumer Experience & Insights team. This role is designed for a professional who can decode user behaviour across B2C digital platforms (app and web) and translate data signals into clear, actionable insights that drive product, design, and business decisions. Sitting at the heart of our digital strategy, you will bridge the gap between "what" the data says and "why" users behave the way they do.

Key Responsibilities

• User Journey Analysis: Map and analyse end-to-end user journeys to identify friction points, engagement gaps, and experience breakdowns.
• Behavioural Deep-Dives: Conduct funnel, cohort, and retention studies using clickstream data, heatmaps, and session-level interactions.
• CX Measurement: Design and own measurement frameworks for key metrics including NPS, CSAT, CES, and task completion rates across critical touchpoints.
• Holistic Insight Synthesis: Combine quantitative behavioral data with qualitative research (user interviews, usability studies) to build compelling consumer narratives.
• Cross-Functional Collaboration: Partner with Product Managers and UX Designers to frame problems, validate assumptions, and evaluate feature effectiveness.
• Experimentation: Support the design and interpretation of A/B tests and multivariate experiments to validate hypotheses with sound statistical reasoning.
• Dashboarding & Reporting: Write SQL queries to extract data and maintain automated dashboards using tools like Tableau, Power BI, or Looker Studio.

Required Skills & Qualifications

• Experience: 3 to 7 years of relevant experience in CX Analytics, Product Analytics, or Behavioural Data Analysis in B2C digital environments.
• Technical Proficiency: * Mandatory proficiency in SQL and advanced Excel for data extraction and analysis.
• Hands-on experience with digital analytics platforms such as GA4, Mixpanel, Amplitude, CleverTap, Firebase, or ContentSquare.
• Experience with session recording tools (e.g., Hotjar, FullStory) and CX survey platforms.
• Education: * BE/BTech/BSc in Computer Science, Statistics, Mathematics, or Data Science.
• MBA/MSc in Marketing, Analytics, or Consumer Behavior.
• Degrees in Psychology, Behavioral Science, or Sociology with strong analytics exposure will also be considered.
• Analytical Mindset: Strong ability to distinguish between correlation and causation through hypothesis-driven thinking and structured problem-solving.

Preferred Attributes

• Prior experience in Fintech, E-commerce, Edtech, or large-scale consumer-facing digital platforms.
• Strong storytelling skills with the ability to translate complex multi-source data into simple narratives for non-technical stakeholders.
• Comfortable working in an agile product environment alongside design and development teams