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Analyst at eClerx Career Site

Navi Mumbai, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

16 Jul, 26

Salary

0.0

Posted On

17 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Voice of Consumer, NPS, CSAT, CES, Social Media Listening, Sentiment Analysis, Adobe Analytics, Google Analytics, Amplitude, Power BI, Tableau, Data Storytelling, Customer Journey Mapping, Data Analysis, Reporting, Client Communication

Industry

IT Services and IT Consulting

Description

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.) • Analyse web and app performance metrics using tools like Adobe Analytics, Google Analytics, Amplitude etc. • Analyze data from offline touch points and other physical customer interaction channels to generate actionable insights on customer experience and business performance. • Identify customer journeys, drop-offs, and behavioural patterns across digital touch points • 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.

Responsibilities

The analyst will lead Voice of Consumer programs and perform sentiment analysis across various digital and physical touchpoints. They are responsible for building dashboards, generating actionable insights, and collaborating with cross-functional teams to drive continuous improvement.