Location: Mumbai, Maharashtra, India

Join Customer Loyalty Analytics Team to drive and support Customer Satisfaction Surveys & related processes across line of businesses.

As Analytics Solutions Associate within The Customer Loyalty Analytics Team, you will be responsible for deriving insights about our customers journeys and developing and implementing innovative strategies and advanced analytics solutions to improve the customer experience. The Customer Loyalty Analytics Team is looking for a talented, highly motivated individual to drive and support Customer Satisfaction Surveys and related processes across Customer Experience functions, channels and products. 

Job responsibilities

• Individual contributor supporting the development and execution of 100+ cross line of business external customer satisfaction survey projects.
• Process survey invitation files while applying appropriate data validations.
• Capture data quality validation, remediate issues, document issues and establish data quality monitoring.
• Organize and complete work within established timeframes under minimal direction and collaborating with stakeholders to ensure completion and accuracy of process.
• Act as a Subject Matter Expert with regard to the survey tool and functionality. Inclusive of survey build/design, issue identification and problem resolution.
• Multi-task ongoing development of existing projects by partnering with the business to identify needs, define new requirements, conduct testing, and provide support. 
• Participate in collaborative discussions with all levels of management where judgment and opinions are effectively challenged.
• Interface with several layers of the organization to obtain information related to processes and controls.

 

Required qualifications, capabilities, and skills

• Bachelor's degree required in Operations Research, Market Research, or a related field with 3+ years of related experience
• Intermediate level experience using MS Access and Excel
• Excellent Analytical and Problem Solving skills, with the ability to understand business and technical functions, process information quickly and assess impacts
• Strong documentation skills to clearly articulate results of business reviews
• Ability to work independently and multi-task / managing multiple projects simultaneously
• Excellent verbal and written communication skills

 

Preferred qualifications, capabilities, and skills

• Quality assurance, extensive excel skills

Join Customer Loyalty Analytics Team to drive and support Customer Satisfaction Surveys & related processes across line of businesses