Senior Analyst

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

• **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**