Assistant Manager – Customer Experience Strategy & Insights

At Chai Point, we don't just serve chai—we create memorable experiences. Every customer interaction is an opportunity to delight, and we're looking for someone who can help us continuously improve that journey through insights, research, and strategic problem-solving.

We are looking for an Assistant Manager – Customer Experience Strategy & Insights to join our Bangalore HQ. This role is ideal for someone who enjoys solving business problems through customer insights, data analysis, and market intelligence. You'll work closely with cross-functional teams to understand customer needs, identify opportunities for improvement, and drive initiatives that enhance the overall customer experience.

What You'll Do

Generate Customer & Market Insights

- Analyze customer feedback, NPS, CSAT, operational metrics, and behavioural data to identify trends and improvement opportunities
- Conduct market research, competitive benchmarking, and industry analysis to understand evolving customer expectations and emerging best practices
- Study customer journeys to identify pain points, unmet needs, and opportunities for innovation

Drive Business Improvements

- Perform root cause analysis on recurring customer issues and recommend practical, data-backed solutions
- Partner with Operations, Marketing, Product, Technology, and other stakeholders to implement customer experience improvement initiatives




- Define success metrics and track the effectiveness of initiatives to ensure measurable business impact

Voice of Customer (VoC)

Support and strengthen the Voice of Customer program by consolidating customer feedback from multiple channels

- Translate customer insights into actionable recommendations for business teams
- Prepare insightful presentations and reports for leadership to support strategic decision-making

Customer Experience Strategy

- Identify opportunities to improve customer satisfaction, loyalty, and operational efficiency
- Build frameworks for tracking customer experience metrics and monitoring key trends
- Leverage AI-enabled tools and analytics to improve efficiency in reporting, research, and insight generation

Who You Are

- 3–5 years of experience in Customer Experience, Business Analytics, Strategy, Consulting, Market Research, or a similar analytical role
- Strong analytical and structured problem-solving skills with the ability to translate insights into business recommendationd
- Experience in market research, customer research, and competitive analysis
- Advanced proficiency in Microsoft Excel and robust presentation skills
- Comfortable working with large datasets and extracting meaningful business insights
- Excellent communication and stakeholder management skills with the ability to collaborate across functions
- Curious, proactive, and passionate about improving customer experiences through data-driven decision-making

📌 Assistant Manager – Customer Experience Strategy & Insights (Bengaluru)
🏢 Chai Point
📍 Bengaluru