Customer Insights Analyst IND

1. About OSB India Pvt Ltd

OSB India is an offshore subsidiary of OneSavings Bank Group plc., the UK based Challenger Bank. OSB India was incorporated in 2004 as a key part of the OneSavings Bank business strategy to provide operational service support.

OSB India works with the Bank’s trading brands in the UK, providing exceptional customer support and service delivery to new and existing customers.

OSB India also prides itself for offering operational excellence by devising and utilizing process improvements and functional efficiencies.

1. Job Purpose

Reporting to the Manager – Customer Insights, the post holder will:

To support/assist customer Insight team in various customer-based research project. Assist the production and continued improvement of customer insight/Experience reporting. To create and effectively communicate actionable insight gained from customer data sources that drive customer experience improvements.

Assist the delivery of the organisation’s customer experience strategy and product based research

The role will work require working in close collaboration with UK based colleagues and as such will require to broadly align working hours with those in the UK as far as practical. Standard working hours in the UK (GMT) are either 9am – 5pm or 8am – 4pm. There will be a requirement to work later than these stated hours on a number of occasions due to the deployment schedule for certain digital releases.

1. Core Responsibilities

• Support end-to-end customer insights projects – from survey design and VoC analysis to competitor benchmarking and behavioral trend tracking.
• Perform deep-dive root-cause analysis on customer complaints, CSAT/NPS detractors, Effort scores, and journey pain points to drive prioritized improvement roadmaps.
• Translate complex data into compelling insight stories and executive-level presentations for senior leadership and UK stakeholders.
• Partner closely with UK-based Product, Marketing, Complaints, Compliance, and Vulnerability teams on insight delivery and action planning.
• Conduct ad-hoc research and online benchmarking to support new product launches, regulatory changes, and marketing campaigns.
• Identify emerging customer trends and proactively recommend experience enhancements that improve advocacy and reduce complaints.
• Own the tracking and reporting of key CX KPIs (CSAT, NPS, Effort, Vulnerability, Complaints volume/trends).
• Collaborate with Data Science and Analytics teams to integrate advanced analytics (segmentation, predictive modeling, text analytics) into insight workstreams.
• Support the creation and maintenance of customer personas, journey maps, and experience heatmaps.
• Contribute to Consumer Duty packs and annual Board reporting on customer outcomes.
• Design and analyze post-campaign and post-change customer feedback surveys to measure impact and ROI.
• Facilitate insight-sharing workshops sessions across the organization.
• Assist in developing marketing performance reports and provide actionable recommendations to the wider Marketing team.
• Handle occasional UK-aligned working hours (2pm–11pm IST or early morning shifts) for live workshops, releases, and critical stakeholder meetings.

1. Experience Requirements

• Good presentation and communication skills,
• Word, excel and ppt – Basic levels,
• UK banking sector exposure – desirable
• Degree level education in relevant subject,
• Excellent standard of English – spoken and written.

1. Qualification

• Graduation in any discipline is essential

1. Knowledge Requirements

• Intermediate level skills in Microsoft Word, Excel and PPT are essential
• Basic knowledge of UK mortgage and/or savings products is good to have

1. Skill and Competency Requirements

• Working with Others

  – Working cooperatively and respectfully with others in a wide range of situations. Exhibiting personal behaviours that are in-line with our Values.  Also encompasses work with internal and external customers.

• Leading Self and Others

  – Taking control and showing leadership.  Initiating action and taking ownership.

• Communication

  – Communicating and networking effectively. Persuading and influencing others.  Relating to a wide range of people in a confident and relaxed manner.

• Drive for Performance

  – Strong focus on results and objectives. Understands business drivers. Continuous effort to develop capability.

• Organisation and Execution

  – Creating plans and working in an organised way. Following direction, procedures, and standards.

• Analysis and Interpretation

  – Concerns clear and analytical thinking, getting to the heart of complex issues.  Applying expertise and using technology to support analysis and interpretation.

• Adaptability and Resilience

  – Adapting and responding positively to change. Managing own emotions and energy and dealing effectively with setbacks.

1. Responsibilities re Information Security Management System (as per ISO 27001 Certification Requirements)

• Ensure strict adherence to company’s security policies and procedures (for ex: Password policy, clear screen and clear desk policy, etc.)
• Take ownership of all the assets/information assigned and secure it in compliance with ISO 27001 standard implemented in the company.
• Co-operate and co-ordinate for the internal audits conducted in the company (complying to ISO 27001 standard).
• Report to the Incident Response Manager, any incidents you come across in the office with regard to Security threats like threats to physical asset & stored information or any risks detrimental to the Security Policies of the company, etc.,.
• Responsible to supervise in ensuring that all personnel reporting to you shall observe all Security requirements and be appropriately trained in Security.