CX Analyst & Consumer Insights (B2C, App/Web)

CG-VAK Software & Exports Ltd.; Maharashtra; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A technology services firm is seeking an experienced professional to join their Design Thinking function. This role requires at least 3 years of experience in Consumer Insights and CX Analytics, specifically within B2C digital products. The candidate should be skilled in analyzing user behavior, synthesizing quantitative and qualitative data, and working cross-functionally. Responsibilities include crafting problem statements and guiding prototypes based on user insights to improve customer experiences.

Qualifications

• 3+ years of experience in Consumer Insights, CX Analytics, Product Analytics, UX Research, or Behavioral Data Analysis.
• Hands-on experience in analyzing user journeys and behavioral data.
• Experience working in cross-functional environments contributing to insight generation.
• Strong understanding of behavioral patterns and user journey analysis.
• Synthesize quantitative data with qualitative research inputs.

Responsibilities

• Build problem statements and craft 'How Might We' questions.
• Participate in prototyping and testing solutions.
• Use journey analytics to identify customer struggles.
• Triangulate digital signals against qualitative findings.

Skills

Consumer Insights

CX Analytics

Behavioral Data Analysis

SQL

Excel

Data Visualization

A/B Testing

Tools

Google Analytics

Mixpanel

Amplitude

CleverTap

Tableau

Power BI

Job description

Role & Responsibilities

We’re building a central Design Thinking function at Bajaj Finance – a team that will play a defining role as the organization pivots into a direct‑to‑consumer company. This role sits at the intersection of data and human understanding, and thrives in that grey zone.

You’ll be the person who can stare at a funnel and see a human story. Who can sit with a field research readout and spot what’s missing. Who treats data not as an answer, but as a better question – and turns both into something the team can act on.

Design Thinking Lifecycle

Insight & Evidence

Journey analytics, mining session replays, heatmaps, and behavioral data to surface where customers struggle and why. You bring statistical rigor – you know the difference between a pattern and noise, between correlation and causation, and you know when to trust the data and when to trust instinct.

Challenge & Synthesis

You consume field research from dedicated research teams and stress‑test it. You triangulate digital signals against qualitative findings, competitive benchmarks, and business metrics to build problem statements that hold up under scrutiny. You craft “How Might We” statements from clustered signals – framing the right questions that give the team a clear direction to solve against.

Prototyping & Testing

You participate in solutioning – helping the team move from problem to prototype, designing tests, and closing the loop between what was hypothesized and what customers actually do.

Ideal Candidate

• Strong Consumer Insights / CX Analytics / Product Insights profile (behavioral/user/product/UX analytics)
• Mandatory (Experience 1): Must have 3+ years of experience in Consumer Insights, CX Analytics, Product Analytics, UX Research, or Behavioral Data Analysis, working on B2C digital products (web/app) with a focus on understanding user behavior and improving customer experience
• Mandatory (Experience 2): Hands‑on experience in analyzing user journeys, funnels, and behavioral data, including clickstream analysis, cohort analysis, or session‑level insights using tools such as Google Analytics, Mixpanel, Amplitude, CleverTap, Firebase, ContentSquare, or similar platforms.
• Mandatory (Experience 3): Experience working in cross‑functional environments (Product, Design, Business, Research teams), contributing to insight generation, problem framing, and solution validation based on behavioral and customer data.
• Mandatory (Skills 1): Strong understanding of behavioral patterns, funnel drop‑offs, engagement metrics, and user journey analysis, with the ability to connect data signals to real user problems.
• Mandatory (Skills 2): Ability to synthesize quantitative data with qualitative research inputs (user interviews, field research, usability studies), and translate them into clear problem statements or actionable insights.
• Mandatory (Skills 3): Working knowledge of SQL and Excel, with ability to extract, analyze, and interpret data; familiarity with data visualization or reporting tools (Tableau, Power BI, Looker, etc.) for storytelling is preferred.
• Mandatory (Skills 4): Understanding of hypothesis‑driven thinking and basic experimentation/A/B testing concepts, including interpreting results and distinguishing between correlation and causation.
• Mandatory (Skills 5): Strong analytical thinking and structured problem‑solving skills, with the ability to challenge assumptions, validate insights, and build logical narratives for stakeholders.
• Mandatory (Domain / Company): Experience in B2C / consumer‑facing organizations (fintech, e-commerce, edtech, digital platforms, or similar) with exposure to customer journey and digital behavior analytics.