Program Analyst - User Experience

We are Licious, a Bengaluru-based meat and seafood company founded in 2015 by Abhay Hanjura and Vivek Gupta our founders, foodies, and friends. Today, we are proud to be India’s most successful D2C food-tech brand, operating across 20 cities and delighting over 32 lakh customers with our de-licious fresh meat and seafood!

Think you have what it takes to be the magic ingredient in the recipe that is Licious? Read on…

What Makes This Role Meaty....

• Analyse customer, operational, and business data to identify trends, pain points, and improvement opportunities.
• Support deep-dives into key CX metrics such as NPS, escalations, resolution quality, repeat behaviour, and churn signals.
• Translate ambiguous problems into structured analyses and actionable recommendations.
• Drive execution of CX initiatives across journeys, support processes, and service improvements.
• Build dashboards, trackers, and review mechanisms to improve visibility and accountability.
• Partner with stakeholders across Support, Ops, Product, and Business teams to ensure timely delivery of initiatives.
• Conduct root-cause analysis for recurring customer issues and help implement preventive fixes.
• Support pilots, experiments, and process changes, measuring impact and scaling successful solutions.

We hope that you have...

• Experience in customer support environments with strong process orientation.
• 3–6 years of relevant experience.
• Hands on experience with Programming languages like SQL.