Senior Analyst

Job description

**Job Description** The Associate Process Manager will be responsible for managing and delivering **end-to-end analytics and insights projects** related to customer feedback, digital channels, and brand sentiment. The role requires strong expertise in **analyzing customer interactions across multiple touchpoints (social media, web/app analytics, surveys, reviews, NPS)** and converting them into actionable insights. The candidate will collaborate with cross-functional teams, manage stakeholders, and drive continuous improvement initiatives to enhance customer experience. - Key Responsibilities - Lead Voice of Consumer (VoC) programs including surveys, reviews, and feedback analysis - Design, manage, and analyze Net Promoter Score (NPS), CSAT, CES programs across customer touchpoints - Perform social media listening and sentiment analysis across platforms (Twitter/X, Instagram, Facebook, forums, etc.) - Analyze web and app performance metrics using tools like Adobe Analytics, Google Analytics, Amplitude etc. - Analyze data from offline touchpoints and other physical customer interaction channels to generate actionable insights on customer experience and business performance. - Identify customer journeys, drop-offs, and behavioral patterns across digital touchpoints - Identify key customer pain points, trends, and emerging issues through data - Build dashboards and reports using Power BI, Tableau, or similar visualization tools - Translate data into actionable insights, compelling narratives, and strategic recommendations (data storytelling) - Collaborate with digital, marketing, product, and CX teams to drive improvements - Manage client communication and ensure timely delivery of insights and reports - Drive closed-loop feedback mechanisms and continuous improvement initiatives - Drive process improvements, automation, and standardization in analytics workflows - Mentor analysts and ensure quality of deliverables - Required Skills & Qualifications - Bachelor’s/Master’s degree in Business, Analytics, Marketing, or related field - 3–6 years of experience in customer analytics, digital analytics, VoC, or CX programs - Hands-on experience with VoC/NPS tools such as Qualtrics, Medallia, Sprinklr, or similar platforms - Strong understanding of NPS, CSAT, CES frameworks and closed-loop feedback systems - Experience on social media listening and sentiment analysis tools like Hootsuite/Talkwalker, Sprout Social, Brandwatch or Brand24 - Hands-on experience with web & app analytics tools (Adobe Analytics, Google Analytics, Amplitude, etc.) - Hands-on experience on data visualization tools such as Power BI or Tableau - Advanced proficiency in MS Excel and MS PowerPoint - Strong ability to analyze data and translate numbers into impactful stories and business recommendations (data storytelling) - Strong analytical and problem-solving skills with attention to detail - Excellent communication and stakeholder management skills - Ability to work with large datasets and derive meaningful insights - Experience working with global clients or cross-functional teams - Good to Have - Experience with text analytics / NLP / sentiment analysis tools - Knowledge of Python/SQL for advanced analytics - Experience working with data lake/lakehouse platforms (e.g., Databricks) for handling large-scale structured and unstructured data analytics - Familiarity with A/B testing, experimentation frameworks, and CRO (Conversion Rate Optimization) - Exposure to automation tools or AI-driven analytics solutions