Key Responsibilities:

• Own and manage CX-related data streams (store, service, digital, sales, and feedback touchpoints).
• Build dynamic dashboards (Google Data Studio, Power BI, Tableau, etc.) that present real-time and periodic insights.
• Analyze customer feedback (CSAT, NPS, support tickets, Google reviews) and identify root causes of satisfaction/dissatisfaction.
• Collaborate with CX leaders, store teams, and product teams to create data models and impact reports.
• Translate numbers into actionable insights with clear storytelling, visuals, and recommendations.
• Drive automation of data collection, processing, and reporting for scalability.
• Track KPIs like customer retention, resolution time, delivery experience, and brand sentiment.

Ideal Candidate:

• 2–5 years of experience in data analysis, preferably in a customer-facing domain (CX, retail, automotive, or tech).
• Strong knowledge of Excel/Sheets, SQL, and at least one dashboard tool (Google Data Studio, Power BI, or Tableau).
• Experience working with structured and unstructured data from surveys, CRMs, chats, emails, and social reviews.
• Ability to find trends, correlations, and anomalies and communicate findings to non-technical teams.
• Strong storytelling skills to turn data into strategy.