Lead, Customer Data Insights & Analytics

The Lead, Customer Data Insights & Analytics role based in Bangalore involves transforming the approach towards understanding and acting upon customer feedback. This strategic position requires a combination of operational expertise, data storytelling, and cross-functional leadership to enhance the overall customer journey. Your primary focus will be on driving data-driven decisions, optimizing customer-facing processes, and enhancing customer experiences throughout the organization. In this role, you will be responsible for various key areas: Customer Insights & Analytics: Establish a centralized insights engine to interpret various data sources such as NPS, CSAT, digital behavior, support interactions, and operational data. Collaborate with different teams to implement predictive models for identifying churn risk, advocacy, and engagement patterns. Develop and maintain CX dashboards and reporting tools to highlight trends, pain points, and improvement opportunities. Process & Experience Optimization: Identify and address pain points in the customer journey by leveraging automation, AI, and workflow enhancements. Lead initiatives aimed at optimizing tools, systems, and processes used by various teams including Support, Success, Academy, and Product. Document scalable workflows, survey schedules, and insight-to-action processes. CX Technology & Innovation: Evaluate and implement new technologies such as AI, automation platforms, and feedback tools to enhance customer listening and response mechanisms. Work closely with engineering and IT teams to enhance data architecture and feedback flow integration using platforms like Salesforce, Gainsight, and Qualtrics. Strategic Enablement: Provide insight-driven recommendations to senior leadership and stakeholders to influence product, GTM, and service strategies. Develop quarterly CX business reviews and customer narratives supported by data. Promote a culture of operational excellence and continuous improvement within the CX domain. The ideal candidate for this role should possess: - 5+ years of experience in customer experience, business operations, or data strategy roles, preferably within a B2B SaaS or tech environment. - Demonstrated ability to translate data into strategic insights, particularly in areas like NPS, CSAT, churn, and engagement metrics. - Proficiency in Salesforce, BI tools (Power BI, Tableau, Domo, Looker), and customer feedback platforms such as Qualtrics and Medallia. - Familiarity with AI and automation concepts in CX, including sentiment analysis, predictive scoring, and journey analytics. - Strong project management skills and the ability to collaborate effectively across functions. - A Bachelor's degree in Business, Analytics, Engineering, or related field (MBA preferred). - Excellent communication and stakeholder engagement skills within a global matrixed environment.,