Exp-7+ years

NP-Immediate to 15 days

Location- Gurgaon

Mode of work- Work from Office

Time Shift- UK time shift

Skill- Customer Experience, Process Mapping, Journey mapping

JD:

Role level: Sr. Analyst, CX Strategy & Analytics

Essential Functions/Core Responsibilities

Analyze customer journeys and feedback data to identify friction points and improvement opportunities
Conduct Voice of Customer research including survey analysis, interviews, and customer insight synthesis
Develop consulting deliverables including journey maps, ROI analysis, strategic assessments, and data visualizations
Support customer experience strategy projects through data analysis and insight generation
Present findings and recommendations to project teams and stakeholders
Execute project workstreams independently with manager oversight
Lead project teams through planning, discovery, analysis, and reporting

Candidate Background & Profile

Bachelor's degree and 4-6 years of consulting, customer analytics, or customer insights experience
Experience with Voice of Customer methodologies and CX metrics (NPS, CSAT, CES)
Strong analytical and quantitative skills with ability to work with large datasets
Experience developing customer journey maps and strategic assessments
Proficient in Microsoft Office, especially Excel and PowerPoint
Familiarity with customer journey mapping tools (Smaply, Miro, Lucidchart) preferred
Experience in contact centers and self-service channels is a plus
Strong communicator with ability to present to senior stakeholders
Team-oriented with focus on contributing to larger project goals
Initiative-driven, detail-oriented, and comfortable working in ambiguous situations

Customer Experience Specialist