Assistant Manager – Customer Experience Strategy & Insights

Job description

**About This Job** **Chai Point** **Location:** Bengaluru, Karnataka, India **Work Mode:** On-site **Industry:** Retail,Food and Beverage Retail,Food and Beverage Services **Job Description** Assistant Manager – Customer Experience Strategy & Insights At Chai Point, we don't just serve chai—we create memorable experiences. Every customer interaction is an opportunity to delight, and we're looking for someone who can help us continuously improve that journey through insights, research, and strategic problem-solving. We are looking for an Assistant Manager – Customer Experience Strategy & Insights to join our Bangalore HQ. This role is ideal for someone who enjoys solving business problems through customer insights, data analysis, and market intelligence. You'll work closely with cross-functional teams to understand customer needs, identify opportunities for improvement, and drive initiatives that enhance the overall customer experience. What You'll Do Generate Customer & Market Insights Analyze customer feedback, NPS, CSAT, operational metrics, and behavioural data to identify trends and improvement opportunitiesConduct market research, competitive benchmarking, and industry analysis to understand evolving customer expectations and emerging best practicesStudy customer journeys to identify pain points, unmet needs, and opportunities for innovation Drive Business Improvements Perform root cause analysis on recurring customer issues and recommend practical, data-backed solutionsPartner with Operations, Marketing, Product, Technology, and other stakeholders to implement customer experience improvement initiativesDefine success metrics and track the effectiveness of initiatives to ensure measurable business impact Voice of Customer (VoC) Support and strengthen the Voice of Customer program by consolidating customer feedback from multiple channels Translate customer insights into actionable recommendations for business teamsPrepare insightful presentations and reports for leadership to support strategic decision-making Customer Experience Strategy Identify opportunities to improve customer satisfaction, loyalty, and operational efficiencyBuild frameworks for tracking customer experience metrics and monitoring key trendsLeverage AI-enabled tools and analytics to improve efficiency in reporting, research, and insight generation Who You Are 3–5 years of experience in Customer Experience, Business Analytics, Strategy, Consulting, Market Research, or a similar analytical roleStrong analytical and structured problem-solving skills with the ability to translate insights into business recommendationdExperience in market research, customer research, and competitive analysisAdvanced proficiency in Microsoft Excel and strong presentation skillsComfortable working with large datasets and extracting meaningful business insightsExcellent communication and stakeholder management skills with the ability to collaborate across functionsCurious, proactive, and passionate about improving customer experiences through data-driven decision-making