Senior Customer Insights Analyst

Job Title: Customer Insight Specialist

Department: Customer Communications

Location: Gurugram WFO 5 Days

Job Summary

About the Role:

Customer Insight Specialist

Key Responsibilities:

• Execute Voice of Customer programs, ensuring continuous collection, classification, and reporting of customer feedback across all touchpoints (calls, chats, emails, surveys, reviews).
• Work with stakeholders to categorize VOC inputs using frameworks such as 7Ps (Product, Price, People, Process, Policy, Promotion, Platform) or business-specific taxonomies.
• Collaborate with Quality teams to triage complaints and feedback into root causes, linking them with quality metrics and customer pain points.
• Generate monthly customer insights and detailed reports to highlight top concerns, sentiment trends, and process gaps.
• Support CX projects by providing data-driven insights that influence process redesigns, training requirements, or product changes.
• Liaise with NPS, ORM, CSAT, and CES survey owners to correlate feedback with performance metrics.
• Present findings in review forums, ensuring business leaders are informed and aligned on customer improvement opportunities.

Desired Skills and Qualifications:

• 3 years

  of experience in Contact Center Quality, VOC analytics, or CX Insights roles.
• Strong understanding of VOC classification, customer journey mapping, and root cause analysis.
• Proficiency in

  Excel, PowerPoint

  , and basic data visualization tools (

  Power BI, Tableau

  , etc.).
• Familiarity with tools such as

  CRM systems, AI GPTs, and feedback tools

  is advantageous.
• Excellent communication skills to present findings and influence stakeholders.
• Highly analytical with attention to detail, ownership mindset, and ability to work cross-functionally.

What We Offer:

• Opportunity to work on high-impact customer experience projects.
• A collaborative and customer-focused team environment.
• Clear path for career growth in Customer Experience, Process Excellence, and Insights.

Interested candidates pls share your CV with below details on rini.dsouza@groupbayport.com

1. Overall Exp-
2. Relevant exp in customer insight quality-
3. Do you have experience in NPS, ORM, CSAT, and CES survey-
4. Do you have experience handling Quality check for international call process
5. What is the maximum no. of calls Handled-
6. Overview of roles & responsibilities handled-
7. Current Location-
8. Current CTC-
9. Expected CTC-
10. Notice period-
11. Reason for change-