Graduate Trainee, Customer Experience Operations, Data and Systems Analytics

Srmap; Bengaluru; On-site; INR 335,000 - 614,000; Full time

Job summary

Srmap seeks a data-minded student to support survey analytics and customer experience data initiatives. You will work with Salesforce, Qualtrics, Excel, and BI tools to transform raw data into actionable insights.

You will gain hands-on experience with SQL, data cleaning, data dictionaries, and dashboard storytelling for stakeholders across CX, Marketing, and IT. This role emphasizes collaboration, documentation, and quality control.

Qualifications

• Currently pursuing a degree in Information Systems, Analytics, CS, or related field.
• Experience through coursework, projects, or internships in data analysis or reporting.
• Working knowledge of SQL with filtering, joins, aggregations, and data discrepancy troubleshooting.
• Intermediate to advanced Excel with pivots, lookups, formulas, and data cleaning; Power Query a plus.
• Understanding of relational data concepts, keys, and lookup relationships.
• Ability to recognize data integration challenges and inconsistencies across systems.
• Strong analytical, documentation, and communication skills; able to work cross-functionally.
• Interest in CX, survey analytics, and operational improvement.
• Preferred: Salesforce, SAS/R/Python, Qualtrics, Power BI/Tableau, ETL, CX metrics.

Responsibilities

• Analyze survey distribution and response performance across CX programs.
• Extract, clean, join, reconcile, and summarize data from Salesforce, Qualtrics, Excel, databases.
• Use SQL and Excel to query datasets, validate counts, identify duplicates and missing values.
• Support data management by reviewing field definitions, data types, identifiers, and business rules.
• Document data sources, mappings, transformations, metrics, dependencies, and limitations.
• Partner with CX, Success, Marketing, Sales Ops, analytics, and IT to gather requirements.
• Support testing and validation for changes, including test scenarios and UAT.
• Create dashboards and reports in Salesforce, Excel, Power BI, Tableau.
• Identify opportunities to improve targeting, cadence, segmentation, workflows, data quality, and reporting reliability.

Skills

SQL

Excel

Power Query

Relational data

Data modeling

Data quality

Documentation

Communication

Analytical

Problem solving

Cross-functional

Survey analytics

Education

Pursuing degree in analytics/CS/IS

Tools

Salesforce

Qualtrics

Power BI

Tableau

SAS

R

Python

ETL processes

Job description

Your Role

Key responsibilities include:

• Analyze survey distribution and response performance across Customer Experience programs, including invite attempts, delivered or reached emails, opens, survey starts, responses, reminders, and funnel drop-offs.
• Extract, clean, join, reconcile, and summarize customer, contact, account, survey, and activity data from Salesforce, Qualtrics, Excel files, databases, and reporting tools.
• Use SQL and Excel, or similar tools, to query datasets, validate record counts, identify duplicates and missing values, compare source and target data, and investigate inconsistencies across systems.
• Support customer and account data management by reviewing field definitions, data types, identifiers, lookup relationships, segmentation attributes, and business rules used for survey targeting and reporting.
• Document data sources, field mappings, transformations, metric definitions, dependencies, assumptions, and known limitations in a practical data dictionary or source-to-target mapping.
• Partner with Customer Experience, Success, Marketing, Sales Operations, analytics, and IT teams to gather requirements, investigate data issues, validate solutions, and translate business needs into clear technical requirements or user stories.
• Support testing and validation for system or reporting changes, including test scenarios, expected results, user acceptance testing, and post-change data reconciliation.
• Create and maintain dashboards, scorecards, and recurring reports in Salesforce, Excel, Power BI, Tableau, or similar tools, and communicate findings and recommendations clearly to technical and non-technical stakeholders.
• Identify opportunities to improve survey targeting, email cadence, segmentation, operational workflows, data quality controls, and reporting reliability.

About You

The company is looking for:

• Currently pursuing a degree in Information Systems, Business Analytics, Data Analytics, Statistics, Computer Science, Operations, Economics, Marketing Analytics, or a related field.
• Experience through coursework, projects, or internships in operations, database management, business systems, data analysis, or reporting.
• Working knowledge of SQL, including filtering, joins, aggregations, and basic troubleshooting of data discrepancies.
• Intermediate to advanced Excel skills, including pivot tables, lookups, formulas, data cleaning, and reconciliation. Power Query is a plus.
• Understanding of relational data concepts, data types, primary and foreign keys, unique identifiers, lookup relationships, null values, duplicates, and one-to-many relationships.
• Ability to recognize common systems integration challenges, such as inconsistent field definitions, mismatched identifiers, different data types or formats, duplicate records, refresh timing, transformation logic, and incomplete source data.
• Strong analytical, problem-solving, documentation, and communication skills, with the ability to work across business and technical teams.
• Interest in Customer Experience, Voice of Customer, survey analytics, and operational improvement.
• Preferred qualifications include exposure to Salesforce data and reporting, experience with SAS, R, Python, or other statistical tools, familiarity with Qualtrics or other survey platforms, experience with Power BI or Tableau, exposure to systems integrations and ETL processes, and familiarity with Customer Experience metrics such as Net Promoter Score, Customer Satisfaction, and Customer Effort Score.

Training & Development

• Hands-on experience with Customer Experience operations, survey analytics, customer data, and enterprise systems.
• Practical experience working across Qualtrics, Salesforce, databases, Excel, and business intelligence reporting.
• Exposure to data integration, field mapping, data quality, testing, governance, and source-of-truth decisions.
• Experience translating business requirements into repeatable reports, documented processes, and actionable recommendations.
• Collaboration with Customer Experience, Success, Marketing, Sales Operations, analytics, and IT stakeholders.