Job Location: Gurgaon/Gurugram

About the Opportunity:

Role NPS Analyst

Level SE / AM

Reporting to Ass. Director: Customer Experience

Location Gurgaon

What You are required to bring to the team:

• This role in primarily responsible to improve NPS across customer channel, product, revenue & Supply teams.
• Continuous coordination and feedback sharing and extending support to VC/FC’s with NPS reports, analysis, ,providing tools, identify Customer pain point and suggest better ways to conduct NPS survey.
• Generate predictive models to predict consumer behaviour using identified input variables

What will you be doing:

• The ability to make decisions, think strategically and provide thought leadership to all levels of the organization on NPS and customer satisfaction are key.
• 3 to 5 years of relevant experience in a data analyst/statistical analysis role
• Strong knowledge of SQL and Excel
• Basic understanding of data modelling techniques recommendation and predictive analytics
• We are looking for hustlers in the Customer experience team who know how to get the job done
• Expertise in and passion for visualization of data and insights is preferred
• Experience in quantitative research, in particular customer satisfaction surveys and survey design is a must

Interaction Points

• Lead survey alignment and work with NPS Insights manager to produce holistic NPS insights
• Own goal setting, monitoring and measurement, including regular communication with senior leadership on goal tracking
• Frequent communications and presentations to senior leadership is required, including tracking of their goals and reporting on customer satisfaction performance across all partners, including partner executive leadership teams.

Qualification & Experience

• Prior experience of 3-5 years as a Business Analyst preferably in NPS or Customer survey

Key skills for the Role

• Data visualisation skills
• Logical step by step problem solving skills
• Should be well versed with problem quantification and prioritization techniques
• Be a subject matter expert in NPS, customer experience and understanding of consumer behavior.
• Knowledge of Delta, the airline industry, loyalty programs and/or travel landscape preferred.

Apply Here

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