This role is for one of our clients

Industry: IT Services and IT Consulting

Seniority level: Mid-Senior level

Min Experience: 8+ years

Location: Gurgaon, Bangalore

JobType: full-time

The CX optimization expert position is a client-facing role, requiring deep business knowledge combined with a flare to tease out insights from digital/web analytics data to drive key business metrics and personalization.

To work with clients and, internal sales/solution teams and technical consultants to understand client's unique business requirements, guide technical consultants and help clients achieving their strategic goals (primarily related to their digital strategy).

Requirements : Responsibilities :

- Gain an in-depth knowledge of a client's website architecture, online business model, and online marketing strategy
- Help narrow down problem statements for the client through research of client website, financial reports, client interviews and industry insights
- Help Prioritize issues, use cases and analysis based on impact and feasibility.
- Make recommendations based on analysis and industry driver to impact customer’s digital strategy
- Gather, document and help form/guide client business requirements, key performance indicators and other functional requirements
- Support internal technical consultants, client's developers and third parties throughout the implementation process from a business perspective
- Support clients in their reporting, dash-boarding and ad-hoc analysis requirements
- Use web analytics tools like Adobe Analytics, Google Analytics (GA4) , Adobe Target, Optimizely and other tools like Excel to derive insights out of omni-channel digital data based on client’s reporting, testing, personalization & ad-hoc analysis requirements




- Identify customer pain points and ideation for improving user engagement on digital channels
- Identify key business impacting use cases, prioritize them and build a roadmap of the use cases. and also support to set up campaigns using the Target tool.
- Build detailed wireframes and manage their creative production in order to accomplish testing goals
- Chalk out analytics maturity phases and help clients to move up their analytics maturity curve, thus maximizing the value from Web Analytics tools
- Should be adept with Microsoft Office suite for creating and communicating the analyses/strategies to the client
- Should be the primary business owner of Digital Analytics & Optimization implementation across different customer touchpoints
- Manage multiple client engagements simultaneously
- Manage customer expectations appropriately and keep projects on schedule and within scope
- Become an expert in the use of Adobe/Google products and the methods by which they can be used to effectively optimize online businesses
- Work to educate clients on the best practices in relation to their specific industry and key business requirements
- Keep accurate daily records of client billable time

Additional Responsibilities :

- Act as ‘the’ business owner and key strategic consultant for the clients




- Innovate with different approaches for business analysis and should not hesitate to explore new and challenging areas like using advanced analytics to solve customer’s unique problems
- Support additional team members by mentoring and teaching
- Work closely with the technical consultants to ensure implementation best practices are followed and optimize the implementation, if needed.

Required Skills & Must haves

- 8-10 years of relevant experience working in web analytics and testing/personalization workstreams or related field with a strong business focus

- Robust expertise and experience in Optimizely /Adobe target and Google Analytics (GA4) :

- Solid understanding of online marketing, tools and related digital technologies

- Good understanding of personalization and optimization programs on digital channels (primarily websites, mobile apps)

- Have sound logical reasoning and exploratory data analysis skills. Should be adept with web analytics tools for advanced reporting, monitoring, dash-boarding, advanced analytics to solve business problems

- A good understanding of other analysis tools like Excel

- Solid understanding of general/digital business models, concepts and strategies specific to some/all of verticals like Retail, BFSI, Media, Automotive, High-Tech, Education & Healthcare

- Exceptional organizational, presentation, and communication skills

- both verbal and written

- Extensive knowledge of Microsoft Office

- Must be self-motivated, responsive, professional and dedicated to customer success

- Possess an innovative, problem-solving, and solutions-oriented mindset

- Demonstrated ability to learn quickly, be a team player, and manage change effectively

Education : Graduate or Post Graduate Degree Experience

Must-have skills : Experimentation, optimisation, Digital analytics

Positive-to-have skills : SQL, adobe target, Google

📌 Cx Optimization Lead (Gurugram)
🏢 Weekday`
📍 Gurugram