UX Research Analyst - Insights

The VOC & Research Analyst is responsible for collecting, collating, and analyzing explicit user feedback from platforms like Medallia, Usability testing , Interviews , in-app surveys, research panels, and customer support touchpoints. This role Strategises experiments for insight generation, identifies pain points, sentiment trends, and emerging themes that explain why users behave a certain way and supports the generation of user-centric insights

Key Responsibilities:.

• Conduct thematic analysis on Behavioural data survey responses, CSAT, NPS, and complaints.
• Conduct and strategise insights focused experiments Collate findings and create insights from Implicit ( Behavioural analytics) and Explicit ( VOC surveys, usability tests) etc.
• Identify recurring pain points and sentiment trends across journeys.
• Partner with behavioral analyst to triangulate qualitative and quantitative findings.
• Help craft user personas and journey maps that reflect lived experiences.
• Support hypothesis development and solutioning discussions with CX team Provide use cases for A/B testing.

Required Skills:

• Strong proficiency in clickstream analytics tools (Google Analytics, Mixpanel, etc.). Working knowledge of SQL, Excel, and data visualization tools (Tableau, Power BI).
• Basic understanding of UX principles and journey mapping.Analytical mindset with attention to behavioral patterns and data anomalies.Good communication and documentation skills.