Sr. Customer Insights Analyst

Job description

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.  By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights.  Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.  Job Description Who We are:  At a time when consumers are connected and empowered like never before, Sprinklr is helping the world's largest brands provide amazing experiences at every turn. Sprinklr offers a set of powerful social capabilities that allow our clients to reach, engage, and listen to customers across 24 social channels. We empower entire organizations to work together across social, marketing, advertising, research, and customer care to manage customer experience at scale. Most excitingly, Sprinklr works with 50% of the Fortune 500 and nine of the world's 10 most valued brands, including P&G, Microsoft, McDonald's, Nestle, Nike, Shell, Samsung, and Visa.   At Sprinklr, we're customer obsessed, treat one another like family, and take extreme pride in who we are and what we're building. It is core to who we are as a company.   Meet the Team:   Leading enterprises often fail to isolate the answer to their key problem statements from the pool of data obtained from social and traditional media. The Sprinklr Analytics & Insights team has been positioned to align their capabilities in order to resolve such business challenges. The team hails from diverse backgrounds and brings a set of rich experience with natural inclination towards social media with a thorough understanding of the social tone, content and strategy of the brand. Roles & Responsibilities   You will be working as a part of Sprinklr Analytics & Insights team where you will be responsible for analyzing data sets from the Sprinklr platform to infer actionable insights, provide recommendations, thereby aiding decision making for the various departments of the customers, ranging from marketing, brand, product, customer service, R&D to corporate communications. Ultimate success in this role goes beyond data-related activities and delivers the “so what” that drives decisions and real business impact. We are looking for someone who is excited about seeing the bigger picture and likes to connect the dots through data.   • Identify, comprehend and document customers' requirements to define, analyze and implement an end-to-end solution.   • Owning deliverables and client communication for the assigned customers, helping synthesize data and analysis into impactful, action-orientated reports for the stakeholders:   • Provide qualitative and quantitative analysis and insights to inform business, marketing and brand strategies   • Identify opportunities for increased efficiency and provide subject matter expertise on best fit across message, media & channel   • Communicate the key findings and insights to senior stakeholders and peers, both conversationally and in formal presentation style   • Keeping an eye on the media space around the globe to gain knowledge around latest social media trends   • Assist in conceptualizing new analysis frameworks, and effective mechanisms for highlighting prime metrics and key performance indicators Competencies for this role Experience   • 3 to 5 years experience overall in customer insights/analytics roles   • Client facing experience is a must   • Experience with proven competency in data analytics tools and methodologies, ability to collate, harmonize and visualize data and present the statistical merit in a business case   • In-depth knowledge of customer journey, journey maps, drivers of experience at large scale   • Excellent written and verbal communication skills, articulation skills and a compelling executive presence   • Experience in designing Microsoft Powerpoint presentation is required and expertise in graphic design is an added advantage   • Experience in working with or for social media management software/platforms is an added advantage   We focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things:  • Lead a new category of enterprise software that we call Unified-CXM.  • Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.  • Create a culture of customer obsession, with trust, teamwork, and accountability. We believe in our product: Customers who