Job Opening - Customer Insight Analyst - Pune

What will you be doing?

• Your primary responsibilities will i and tools are available, and helping them gain access and training materials.
• Conduct primary and secondary research to uncover user problems, needs and wants.
• Track customer and platform analytics and generate reports and presentations.
• Translate research findings into actionable business insights resulting in platform improvements and an enhanced customer experience.
• Utilise a wide array of UX and CX research methodologies.
• Develop and be responsible for the research framework for the GBS portal. Build research authority across the organisation.
• Build regular as well as ad-hoc reporting and present in front of the team and business partners.
• Collaborate with the Customer Experience (CX) & Journey Manager, Product Owner, UX & Service Design Owner, and the wider Service Management (SM) team, to review end user experience and to identify areas of improvement.
• Support customers in understanding the intelligence and insights relating to the portal by forging and maintaining close relationships with them.
• Contribute to the product roadmap by providing both research expertise and an user experience perspective.
• Apply established CX and UX methodologies while incorporating industry trends, widely accepted practices, and standards.

What will you need to be successful?

• Education: Bachelor's Degree in Business Studies, Marketing, Economics, Statistics, Human-Computer Interaction or equivalent experience or a relevant field.
• Experience: Experience in conducting primary research, from design and participant recruitment to evaluation and analysis. Experience in generating and sharing meaningful customer insights with key business partners.
• Ability to collaborate efficiently with customers and act as a strategic partner in product decisions. Deep knowledge of UX research methodologies and experience in applying it to a wide range of research questions.
• Strong analytical skills gained in a corporate setting. Familiarity with Service Now is desirable. Experience with remote testing tools.
• Competences: High level of numeracy and outstanding attention to detail.
• Ability to quickly make sense of complex data from different sources. Ability to formulate findings and extrapolate these to understand the bigger picture.
• Proactive thinking and an open and collaborative demeanor to work.
• A curious, analytical, and problem-solving mentality. Excellent personal, time-management and organisational skills.
• Comfortable learning new technologies and applying that knowledge to tackle business problems.
• Superb communication, collaboration, and relationship building and collaborator engagement skills.