Job Summary
We are seeking a highly skilled Decision Analytics Associate to join our Customer Experience (CX) business unit. In this role, you will design, lead, and execute all data analytics initiatives essential for optimizing CX processes. You will be responsible for analyzing operational and customer data to uncover actionable insights, drive performance improvements, and support strategic decision-making.
The ideal candidate will possess a strong analytical mindset, proficiency in data visualization tools, and experience in leveraging analytics to enhance customer satisfaction and operational efficiency.
Your Responsibilities
- Develop and implement analytics frameworks to support CX processes.
- Generate dashboards and reports to monitor key performance indicators (KPIs).
- Provide data-driven insights to improve customer interactions and process outcomes.
- Collaborate with cross-functional teams to design analytics solutions tailored to business needs.
- This role offers an exciting opportunity to shape the analytics landscape of a growing, insights-driven CX team.
Your Skills & Competencies
- Bachelor’s degree is a must
- 1+ years of experience in creating reports and developing complex dashboards showcasing organizational KPIs
- Excellent verbal and written communication skills with proven ability to interact effectively with stakeholders at all
levels - Experience in client-facing roles with demonstrated ability to present complex data insights to non-technical
audiences - Adaptability to different shifts and workdays as per process requirements
- Tech-savvy with the ability to quickly grasp new software and understand the basics of large data systems
- Diplomatic and clear communication style with strong writing skills
- A reliable work-from-home setup with a stable internet connection is essential for seamless business continuity
Technical Skills:
- Proficient in advanced MS Excel, including Macros
- Experience in extracting data from Excel, Access
- Familiarity with data imports and exports with auditing
- Experience with BI tools, SQL, Python, or any coding language is advantageous but not required Personal Attributes:
- Demonstrates a passion for self-learning, curiosity about data, formulas, and analysis
- Ability to think creatively about presenting data
Perks and Benefits:
Work from home structure (Pune Based Only), training strictly to be attended from the office. Availability to travel
to office as and when required. Comprehensive benefits package such as
- Insurance coverage for self, spouse, and children
- Work-life balance, featuring vacation time-offs, parenting leaves, and yearly holiday benefits
- Allowances for shifts i.e. evening and night shifts, internet, and more
- Targeted learning and development sessions to upskill yourself and achieve your set goals such as
- Opportunities to participate in training courses that prepare you for the future with workplace capabilities
- Focus on honing effective written and verbal communication skills
- Change management