Program Analyst - Gurugram

About the Opportunity

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About the Function

The Customer Experience (CX) team is dedicated to reimagining how customers engage with us across their journey. By leading initiatives that enhance satisfaction, reduce effort, and simplify processes, the function ensures every interaction creates greater value. Leveraging data-led insights and focused projects, the team plays a pivotal role in shaping seamless, intuitive, and memorable experiencesturning customer touchpoints into longterm relationships.

About the Role

As a Program Analyst Customer Experience, the incumbent will play a critical role in leveraging data and structured problem-solving to elevate customer journeys. The role will be responsible for extracting actionable insights, building execution roadmaps, and partnering with cross-functional teams to deliver measurable improvements in processes, journeys, and overall customer satisfaction.

Role Deliverables

• Writing SQL and Python code to extract, cleanse, and present data from multiple databases to enable faster decision-making.
• Analyzing customer data to generate actionable insights that drive business and experience outcomes.
• Applying basic data modelling techniques to support recommendations and predictive analytics.
• Building and managing the customer experience roadmap with quarterly, half-yearly, and annual plans.
• Enhancing customer journeys by reducing effort, minimizing interactions, and ensuring effective communication.
• Driving process improvements within the guardrails of cost, quality, speed, reliability, and experience.
• Owning and reporting key experience metrics such as NPS, CSAT, CES, and call ratios.
• Collaborating with Operations, Product, Quality, and Fulfilment teams to highlight, prioritize, and resolve customer experience gaps.

Qualification & Experience

• Engineering graduate from a reputed institute with 2 to 6 years of prior experience in consulting or the travel industry in customer experience roles.
• Proficiency in SQL and familiarity with Python. Prior exposure to customer experience data and metrics such as NPS, CSAT, CES, etc.

Key Success Factors for the Role

• Strong data visualization skills.
• Logical, step-by-step problem-solving approach.
• Ability to quantify and prioritize problems effectively.
• Skill in identifying inputlevers and establishing correlations with output metrics.