Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Role OverviewWe are seeking a highly analytical and customer-centric Customer Experience Analytics Executive to improve customer outcomes through data-driven insights. This is not a front-line customer service role. The position focuses on analyzing customer, operational, behavioral, and Voice of Customer data to identify experience gaps, explain performance drivers, and recommend actions that support customer satisfaction, retention, operational efficiency, and business growth.Key ResponsibilitiesCustomer Experience AnalyticsAnalyze customer experience data across channels and journey touchpoints to identify trends, pain points, opportunities, and emerging risks.Monitor metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), complaints, retention, churn, repeat contact, and resolution outcomes.Combine customer feedback with operational and business data to develop a complete view of customer experience performance.Insight Generation &





- Business RecommendationsTranslate complex datasets into explicit insights that explain what happened, why it happened, the business impact, and the recommended action.Conduct root-cause, trend, segmentation, correlation, and driver analysis to identify factors influencing customer outcomes.Quantify opportunities and support prioritization of customer experience improvement initiatives.Dashboarding &
- Executive ReportingDevelop and maintain interactive dashboards and automated reports using Power BI, Tableau, Excel, or comparable tools.Prepare executive-ready performance packs, concise commentary, and insight-led presentations for business reviews.Improve data accessibility, reporting consistency, and stakeholder adoption of analytics outputs.Voice of Customer &
- Journey AnalyticsAnalyze surveys, complaints, service interactions, reviews, and other customer feedback sources to identify recurring themes and sentiment.Map and evaluate customer journeys to locate friction points, service failures, and moments that matter.Measure outcomes after improvements are implemented and recommend further action based on evidence.Stakeholder Partnership &
- Continuous ImprovementPartner with Operations, Product, Marketing, Sales, Customer Success, and Technology teams to embed customer insights into decision-making.Present recommendations clearly, challenge assumptions constructively, and support action planning with measurable success criteria.Identify opportunities to automate analysis, standardize reporting,



and strengthen the organization’s data-driven customer experience culture.Required Skills &
- CapabilitiesTechnical &
- Analytical Advanced Excel and data analysis Power BI or Tableau dashboarding SQL and data queryingTrend, segmentation, and root-cause analysis Data visualization and quality validation Working knowledge of statistical methods Ability to convert insights into actionBusiness &
- BehavioralCustomer-centric and commercially aware mindsetBusiness storytelling and executive communicationStakeholder management and collaborationStructured problem solvingAttention to detail and ownership

Qualifications

Qualifications &
- ExperienceBachelor’s degree in Analytics, Statistics, Economics, Business, Marketing, Data Science, Engineering, or a related field.4-8 years of relevant experience in customer experience analytics, customer insights, business analytics, contact center analytics, marketing analytics, or a related discipline.Experience working with customer feedback, operational data, dashboards, and business stakeholders.Exposure to customer journey analytics, retention or churn analysis, text analytics, or predictive analytics will be an Success MeasuresQuality, accuracy, and timeliness of customer experience insights and reporting.Number and value of data-backed recommendations adopted by the business.Measurable improvement in relevant customer and operational metrics.Stakeholder adoption and usability of dashboards and insight products.Reduction in manual reporting effort through automation and standardization.Ability to clearly connect customer experience findings with business outcomes.Ideal Candidate ProfileA customer-focused analytics professional who transforms customer and operational data into compelling insights, influences stakeholder decisions, and helps deliver measurable improvements in customer and business outcomes.

📌 Deputy Manager - RNA (Bengaluru)
🏢 Wns Global Services
📍 Bengaluru