CX Analyst

Weekday; Índia; Presencial; INR 600 000 - 1 200 000; Tempo integral

Resumo da oferta

Weekday is seeking a Customer Experience (CX) Analyst in India to transform customer behaviour, feedback, and product interactions into actionable insights that enhance the overall customer experience. The role collaborates with cross-functional teams to identify friction points and recommend data-driven improvements across digital touchpoints.

The candidate should blend analytical thinking with a strong understanding of consumer insights, product analytics, and customer journey optimisation,

Qualificações

• Must have 2+ years in consumer insights, CX analytics, product analytics, UX research, or related analytical role.
• Hands-on with quantitative data and qualitative inputs to drive improvements.
• Familiar with analytics platforms, session replay tools, funnel and cohort analysis.
• Strong stats knowledge: hypothesis testing, significance, evidence-based decisions.
• Ability to evaluate qualitative research and distinguish meaningful findings.
• Great problem-solving, communication and stakeholder management.

Responsabilidades

• Analyze customer journeys across web and mobile to identify friction, drop-offs, patterns, and opportunities.
• Combine quantitative and qualitative inputs to surface actionable recommendations.
• Conduct funnel, cohort, segmentation, and behavioral analyses of product interactions.
• Use session replay, web/app analytics, and data sources to uncover deeper insights.
• Apply statistical thinking and hypothesis testing to validate assumptions.
• Interpret qualitative research like interviews and surveys, assess methods and limitations.
• Present findings clearly to product, design, marketing, operations, and business teams.
• Partner with cross-functional teams to prioritise improvements and measure impact.
• Foster data-driven experimentation and customer-centric decision making.

Conhecimentos

Consumer Insights

CX Analytics

Product Analytics

Quantitative and Qualitative Research

Customer Journey Mapping and Funnel

Cohort Analysis and Segmentation

Web and App Analytics

Statistical Analysis and Hypothesis

Data Interpretation and Insight

Descrição da oferta de emprego

This role is for one of Weekday’s clients
Salary range: Rs 600000 - Rs 1200000 (ie INR 6 - 12 LPA)

Min Experience: 2+ years
Location: India
JobType: full-time

We are looking for a Customer Experience (CX) Analyst to transform customer behaviour, feedback, and product interactions into actionable insights that improve the overall customer experience. The ideal candidate combines analytical thinking with a strong understanding of consumer insights, product analytics, and customer journey optimisation. You will work closely with cross-functional teams to identify friction points, understand customer needs, and recommend data-driven improvements across digital and consumer-facing touchpoints.

Key Responsibilities

• Customer Experience Analytics: Analyse customer journeys across web and mobile platforms to identify friction points, drop-offs, behavioural patterns, and opportunities to improve customer satisfaction and engagement.
• Consumer Insights: Combine quantitative and qualitative inputs to understand customer motivations, expectations, preferences, and pain points. Translate findings into clear, actionable business recommendations.
• Product Analytics: Conduct funnel analysis, cohort analysis, segmentation, and behavioural analysis to understand how customers interact with products and services.
• Behavioural Data Analysis: Use session replay tools, web and app analytics, and other behavioural data sources alongside system-of-record data to uncover deeper insights into customer actions and experiences.
• Statistical Analysis: Apply statistical thinking, hypothesis testing, and significance testing to validate assumptions, evaluate customer behaviour, and support evidence-based decision-making.
• Qualitative Research Evaluation: Interpret customer interviews, usability studies, surveys, and other qualitative research findings. Assess research methodology, challenge unsupported conclusions, and identify opportunities for further investigation.
• Insight Communication: Present complex analytical findings in a clear, structured, and compelling manner to stakeholders across product, design, marketing, operations, and business teams.
• Experience Optimisation: Partner with cross-functional teams to prioritise improvements, formulate hypotheses, measure outcomes, and evaluate the impact of changes on customer experience and business performance.
• Continuous Improvement: Develop a deeper understanding of customer behaviour, identify emerging trends, and establish a culture of data-driven experimentation and customer-centric decision-making.

Must-Have Skills

• Consumer Insights
• Customer Experience (CX) Analytics
• Product Analytics
• Quantitative and Qualitative Research
• Customer Journey Mapping and Funnel Analysis
• Cohort Analysis and Customer Segmentation
• Web and App Analytics
• Statistical Analysis and Hypothesis Testing
• Data Interpretation and Insight Communication

Required Qualifications and Experience

• 2-5 years of experience in consumer insights, CX analytics, product analytics, UX research, or a related analytical role within a B2C or consumer-facing organisation.
• Hands-on experience working with quantitative data and qualitative research inputs to understand customer behaviour and identify improvement opportunities.
• Familiarity with analytics platforms, session replay tools, funnel analysis, and cohort-based analysis.
• Strong understanding of statistical concepts, including hypothesis testing, significance, and evidence-based decision-making.
• Ability to evaluate qualitative research critically and distinguish meaningful findings from conclusions supported by limited evidence.
• Strong problem-solving, communication, and stakeholder-management skills.

Good-to-Have Skills

• Experience with experimentation, A/B testing, and conversion rate optimisation.
• Familiarity with customer feedback platforms, survey tools, and usability testing methodologies.
• Experience working with product managers, UX designers, researchers, and business teams.