Customer Insights Analyst

Employment Terms Employment Type: Full-Time, Permanent. Location: Pune, Maharashtra. Work Mode: 6 Days Work from Office. Notice Period: Maximum 30 Days. Job Description: CX Analyst & Consumer Insights Role Summary We are seeking a sharp, data-driven CX Analyst & Consumer Insights specialist to join our Consumer Experience & Insights team. This role is designed for a professional who can decode user behaviour across B2C digital platforms (app and web) and translate data signals into clear, actionable insights that drive product, design, and business decisions. Sitting at the heart of our digital strategy, you will bridge the gap between "what" the data says and "why" users behave the way they do. Key Responsibilities User Journey Analysis: Map and analyse end-to-end user journeys to identify friction points, engagement gaps, and experience breakdowns. Behavioural Deep-Dives: Conduct funnel, cohort, and retention studies using clickstream data, heatmaps, and session-level interactions. CX Measurement: Design and own measurement frameworks for key metrics including NPS, CSAT, CES , and task completion rates across critical touchpoints. Holistic Insight Synthesis: Combine quantitative behavioral data with qualitative research (user interviews, usability studies) to build compelling consumer narratives. Cross-Functional Collaboration: Partner with Product Managers and UX Designers to frame problems, validate assumptions, and evaluate feature effectiveness. Experimentation: Support the design and interpretation of A/B tests and multivariate experiments to validate hypotheses with sound statistical reasoning.