Job title: Senior Customer Insights Analyst

Job type
Full time
Job Level
Senior Team Member
Customer Experience
Quality Assurance
Quality Control


  • Design, Measure, and report periodic comprehensive and ongoing performance dashboards including NPS, QoS and Dynamic Voice of Customer surveys and measures for all interfacing operations to stakeholder management.
  • Channels Performance: Evaluate the performance of digital & Physical channels to identify areas for improvement and drive digital transformation initiatives.
  • Predictive Analytics: Utilize advanced analytics techniques to predict customer behavior and trends, helping to shape future business strategies.
  • Fully analyze customer satisfaction and dissatisfaction metrics with assessment of process implementation and recommend specific opportunities of improvement.
  • Execute data analysis assignments to support customer experience process owners and identifying process and customer experience improvement opportunities based upon qualitative and quantitative customer feedback
  • End to End Processes Performance Reviews to ensure effective deployment of designed processes.
  • Ensure that a performed service adheres to a defined set of quality criteria agreed in the company or meets the requirements of the customers by conducting mystery shopping/calling activities and reporting the results to management.
  • Support Customer Experience with the design of the end-end customer journey of the projects and services from the customer experience perspectives.
  • Serve as the “point of contact” for all QoS dashboards and Voice of Customer reports.
  • Ensure effective action plans are in place by operations to improve customer satisfaction results, based on voice of customer, KPIs periodic achievement and call back reports.
  • Create and animate initiatives towards promoting a Customer-Centric culture.

  • Project Management, Communication Skills, Analytical and research skills;

  • 3-5 Years of experience preferably in quality-related work, data analysis and reporting, Six Sigma, and Project Management methodology
  • Bachelor Degree in Industrial Engineering/ Business Administration or IT
Posted On
02 Jun, 2024
30 Sep, 2024

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