CX Insights & Analytics Lead

Build and lead the insights engine across customer, courier, and B2B Customers. Consolidate data, run VoC programs, and transform insights into prioritized actions that directly improve SLAs, reduce friction, and enhance satisfaction/retention.

Key Responsibilities

. Run Voice of Customer (VoC), Voice of Courier (VoCr), and Voice of Seller (VoS) programs.
. Build and maintain CX dashboards (NPS, CSAT, SLA, churn, issue frequency, CX Related Operational KPIs).
. Perform deep-dive analytics on customer and courier friction points.
. Partner with Product, Operations and other relevant functions to identify and quantify high-impact issues.
. Lead closed-loop feedback processes and ensure issues are tracked and resolved.
. Create insight reports for leadership, with clear recommendations.
. Support prioritization of initiatives using data-driven ROI models.


Required Skills & Experience

. 2–4 years of relevant experience in analytics, CX insights, BI, or customer research.
.  Experience with SQL, Phyton, Excel, and BI dashboards (Power BI/Tableau).
. Understanding of CX measurement frameworks (NPS, CSAT, CES).
. Ability to analyze large datasets and extract actionable insights.
. Strong storytelling, communication, and cross-functional collaboration.
. Familiarity with digital/product analytics preferred.


Benefits

. Transportation discount and voucher
. Organizational food discount
. Loans
. Learning budget
. Team Building Budget
. Wellness Budget
. Comprehensive health, dental, and vision insurance
. Flexible working hours