Dear Jobseeekrs,

We are looking for a Customer Insights Expert with 1-3 years of experience. This role will be part of Customer Insights Team wherein preferred candidate will be taking Outbound/Inbound calls from customers and record their VOCs.

Role & responsibilities

Establish cross-functional relationships at the executive and individual contributor levels across different departments/groups to develop a customer survey plan that is aligned across organized customer communications.

• Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional (CSat, ESat, Product Reviews) surveys and other feedback sources. Prepare reporting and presentation for different levels of management sharing insight and recommendations on changes to potentially improve product and services.

- Enable the VoC closed feedback loop process by identifying tactical and strategic improvement initiatives that create an overall portfolio of improvement projects; own on-going tracking and refinement of these projects based on subsequent survey results in collaboration other stakeholders.




- Determine appropriate cadence and forums for sharing VoC results to leadership team to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for both product and service improvements.

Preferred candidate profile

Bachelors degree in any specialization.

• Good communication and interpersonal skills.

- Positive knowledge of MS-Office tools (Outlook, Excel & PowerPoint).
- Experience in managing and performing in-depth analytics including combining survey research with transactional data to perform trend / correlation analysis are required.

• Excellent verbal presentation and written communication skills are required including the ability to deliver presentations to senior and executive management

. • Able to work on multiple projects simultaneously with minimal supervision.

• Experience working in E-Commerce will be preferred.

Work Schedule: 6 days (rotational off)

Mandatory Skills Required: MS Excel, Good communication skills, Stakeholder Management

📌 Hiring Customer Insights Expert For Vikhroli West location (Maharashtra)
🏢 Adecco India
📍 Maharashtra