Customer Insights Expert

Tata CLiQ Fashion; Mumbai; On-site; INR 450,000 - 650,000; Full time

Job summary

Tata CLiQ Fashion in Mumbai, India seeks a Customer Insights Expert with 1-3 years of experience to capture VOCs from customers via outbound/inbound calls and document insights. You will work with the Customer Insights Team to highlight opportunities for product and service improvements and share findings with key stakeholders.

The role requires strong communication, MS-Office proficiency, and the ability to analyze survey data alongside transactional data to identify trends and drive actions

Qualifications

• Bachelor’s degree in any specialization.
• Good communication and interpersonal skills.
• Good knowledge of MS-Office tools (Outlook, Excel & PowerPoint).
• Experience in managing and performing in-depth analytics including combining survey research with transactional data to perform trend / correlation analysis are required.
• Excellent verbal presentation and written communication skills are required including the ability to deliver presentations to senior and executive management.
• Able to work on multiple projects simultaneously with minimal supervision.
• Experience working in E-Commerce will be preferred.

Responsibilities

• Establish cross-functional relationships at the executive and individual contributor levels across different departments/groups to develop a customer survey plan that is aligned across organized customer communications.
• Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional (CSat, ESat, Product Reviews) surveys and other feedback sources. Prepare reporting and presentation for different levels of management sharing insight and recommendations on changes to potentially improve product and services.
• Enable the VoC closed feedback loop process by identifying tactical and strategic improvement initiatives that create an overall portfolio of improvement projects; own on-going tracking and refinement of these projects based on subsequent survey results in collaboration other stakeholders.
• Determine appropriate cadence and forums for sharing VoC results to leadership team to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for both product and service improvements.

Skills

Communication skills

Interpersonal skills

Verbal presentation

Written communication

Multitasking

Collaboration

Experience in E-Commerce

Education

Bachelor’s degree

Tools

Outlook

Excel

PowerPoint

Job description

Job Description

We are looking to add to our talent pool a Customer Insights Expert with 1-3 years of experience. This role will be part of Customer Insights Team wherein preferred candidate will be taking Outbound/Inbound calls from customers and record their VOCs.

The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus.

Responsibilities

• Establish cross-functional relationships at the executive and individual contributor levels across different departments/groups to develop a customer survey plan that is aligned across organized customer communications.
• Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional (CSat, ESat, Product Reviews) surveys and other feedback sources. Prepare reporting and presentation for different levels of management sharing insight and recommendations on changes to potentially improve product and services.
• Enable the VoC closed feedback loop process by identifying tactical and strategic improvement initiatives that create an overall portfolio of improvement projects; own on-going tracking and refinement of these projects based on subsequent survey results in collaboration other stakeholders.
• Determine appropriate cadence and forums for sharing VoC results to leadership team to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for both product and service improvements.

Essential Skills, Experience, and Education

• Bachelor’s degree in any specialization.
• Good communication and interpersonal skills.
• Good knowledge of MS-Office tools (Outlook, Excel & PowerPoint).
• Experience in managing and performing in-depth analytics including combining survey research with transactional data to perform trend / correlation analysis are required.
• Excellent verbal presentation and written communication skills are required including the ability to deliver presentations to senior and executive management.
• Able to work on multiple projects simultaneously with minimal supervision.
• Experience working in E-Commerce will be preferred.