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Business Analyst- Customer Experience @ Stanza Living

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 Business Analyst- Customer Experience

Job Description

Key Responsibilities

1. Analytics & Reporting

  • Build and maintain dashboards, trackers, and KPI frameworks across various CX functions including:
    • Ticket volumes and SLA adherence
    • Escalation trends and resolution TAT
    • Agent performance metrics (FCR, AHT, CSAT)
    • NPS trends and behavioural analytics
  • Drive weekly/monthly CX performance reviews and business updates for internal stakeholders and senior leadership.

2. Problem-Solving & Insight Generation

  • Conduct root cause analysis (RCA) for key CX issues and ticket spikes across categories such as Repairs & Maintenance, Internet, Housekeeping, etc.
  • Use structured problem-solving frameworks to identify friction points and suggest data-backed, actionable solutions to enhance customer satisfaction and reduce repeat issues.

3. Product & Process Intelligence

  • Partner with category program managers to provide actionable insights for process improvement, SOP updates, and automation initiatives aimed at ticket reduction.
  • Collaborate with Product and Tech teams to:
    • Define data/event triggers
    • Identify relevant user cohorts
    • Co-create interventions such as self-serve journeys and proactive nudges.

4. Cross-functional Collaboration

  • Work closely with on-ground operations, call centre teams, escalation managers, and product owners to translate data insights into actionable strategies.
  • Maintain and update the CX Data Dictionary, ensuring data hygiene, standardization, and consistency across all internal tools and dashboards.

Skills & Qualifications

  • Strong command over SQL for data querying and extraction
  • Hands-on experience in building dashboards and reports using Power BI (or similar visualization tools)
  • Ability to synthesize large data sets into meaningful insights and storytelling
  • Strong stakeholder management and communication skills
  • Attention to detail, a proactive mindset, and a bias for action


Job Classification

Industry: Real Estate
Functional Area / Department: Data Science & Analytics
Role Category: Business Intelligence & Analytics
Role: Business Intelligence & Analytics - Other
Employement Type: Full time

Contact Details:

Company: Stanza Living
Location(s): Noida, Gurugram

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Keyskills:   Power Bi Data Analysis Customer Analytics SQL Business Analytics Data Visualization Advanced Excel Dashboards Data Analytics Business Analysis

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₹ 6.5-7.5 Lacs P.A

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Stanza Living

Phenom Placement is founded by spirited professionals, who brought in experience and intelligence from some of the world\\\'s most renowned organizations. We are consistently focusing our efforts on creating tangible and intellectual benefits for our clients through a wide range of reliable and high...