This role is for one of Weekdayโs 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.
Requirements
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
- 2โ5 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.
