Business Analyst- Customer Experience
- Stanza Living
- 2 - 7 years
- Noida, Gurugram
- 5 months ago
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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 EstateFunctional Area / Department: Data Science & AnalyticsRole Category: Business Intelligence & AnalyticsRole: Business Intelligence & Analytics - OtherEmployement Type: Full timeContact Details:
Company: Stanza LivingLocation(s): Noida, Gurugram
Keyskills: Power Bi Data Analysis Customer Analytics SQL Business Analytics Data Visualization Advanced Excel Dashboards Data Analytics Business Analysis
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