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Experience: 5+ yrs

Location: Bengaluru, Karnataka, India

We are looking for a results-oriented Customer Experience (CX) & Analytics Leader to drive customer-centric initiatives through data-driven insights, advanced analytics, and continuous improvement. The ideal candidate will combine expertise in customer experience strategy, customer insights, business intelligence, and performance management to improve customer satisfaction, retention, operational efficiency, and business outcomes.

This role requires robust analytical capabilities, a customer-first mindset, and the ability to translate complex data into actionable recommendations. You will work across business functions to strengthen customer journeys, improve service delivery, and enable informed decision-making.

Requirements

Key Responsibilities
- Develop and execute customer experience strategies aligned with business objectives and customer expectations.




- Map and optimise end-to-end customer journeys across digital platforms and service touchpoints.
- Lead customer and business analytics initiatives to generate actionable insights from customer, operational, and commercial data.
- Design and manage Voice of Customer (VoC) programmes using surveys, contact centre feedback, digital channels, and social platforms.
- Develop dashboards and executive reports using Power BI, Tableau, Looker, Qlik, or similar BI tools.
- Monitor key CX metrics, including NPS, CSAT, Customer Effort Score (CES), retention, churn, Customer Lifetime Value (CLV), and First Contact Resolution (FCR).
- Apply customer segmentation, predictive analytics, and forecasting to identify trends, risks, and growth opportunities.
- Translate customer insights into prioritised initiatives that improve satisfaction, loyalty, and operational efficiency.
- Collaborate with Data Engineering and IT teams to strengthen data quality, governance, an

📌 Customer Experience (Bengaluru)
🏢 Weekday AI
📍 Bengaluru