Role & responsibilities

Role Summary

We are looking for analytical and detail-oriented professionals to join our Customer Experience team as NPS Insights & RCA Analysts. The role focuses on conducting Root Cause Analysis (RCA) on NPS pain points across the Learn Buy Get Use Pay (LBGUP) customer journey.

You will work directly with journey data, detractor segments, and negative customer sentiment to identify why our customers are rating us poorly and translate these insights into transparent, actionable business recommendations.

This is a great opportunity for individuals who enjoy problem-solving, data interpretation, and driving customer-first improvements.

Key Responsibilities

1. NPS & Journey Analytics

- Analyse NPS scores across the LBGUP journey to identify stages with:
- High detractor percentages
- High negative sentiment
- Significant NPS drops

- Deep-dive into themes and sub-themes to understand customer pain points.

2. Root Cause Analysis (RCA)

- Conduct structured RCA on identified NPS pain areas, using frameworks such as:
- 5 Whys
- Fishbone / Ishikawa
- Pareto analysis
- Data-based problem isolation

- Validate hypotheses using customer verbatim, journey metrics, and hind-sight data.

3. Data Interpretation & Insight Generation

- Work with operational, product, and customer support data to map behavioural trends.
- Identify systematic issues vs. one-off failures.
- Quantify impact where possible (e.g., % of customers affected, potential NPS uplift).

4. Reporting & Presentation

- Prepare concise insight summaries,



RCA findings, and recommendations.
- Build slide-ready outputs for senior stakeholders.
- Present findings to cross-functional teams where required.

5. Cross-Functional Collaboration

- Liaise with teams such as Billing, Faults, Delivery, Digital, Product, and Operations.
- Ensure insights are accurate, business-ready, and aligned with CX objectives.

Track follow-up actions and update the central action tracker.

Preferred candidate profile

Required Skills & Qualifications

Essential

- Strong analytical skills with ability to interpret complex datasets.
- Experience in RCA, process mapping, or customer experience analytics.
- Proficiency in Excel, Power BI, or similar analytics tools.
- Ability to summarise insights clearly and logically.
- Strong written and verbal communication skills.
- Ability to work independently and deliver within deadlines.

Preferred (Nice to Have)

- Experience with NPS/CX analytics.
- Understanding of telecommunications or broadband ecosystems.
- Exposure to customer sentiment analysis or thematic analysis.
- Basic familiarity with SQL, Python, or data modelling concepts.
- Lean Six Sigma knowledge (Yellow/Green Belt certification).

Key Attributes

- Curiosity and a problem-solving mindset.
- High attention to detail.
- Structured thinking and ability to break down complex problems.
- Comfortable managing multiple workstreams in a fast-paced environment.
- Customer-first attitude with focus on real business impact.

📌 Root Cause Analyst (Kolkata)
🏢 Manpowergroup Services India
📍 Kolkata