ANALYST, CUSTOMER JOURNEY

About you

We are looking for a curious, analytical, and impact-driven Customer Insights Analyst to help transform customer feedback into meaningful business actions. This role sits at the intersection of data, customer experience, and strategy — ideal for someone who enjoys connecting dots, telling stories with data, and working closely with cross-functional teams to improve customer journeys.

You’ll play a key role in shaping how customer and dealer insights are understood, shared, and acted upon across the organization.

Your Day-to-Day

Customer Feedback & Insights

• Monitor and manage customer feedback across multiple touchpoints (NPS, CSAT, VOC).
• Analyze trends, key drivers, and customer sentiments to identify focus areas.
• Prepare monthly VOC reports, insights decks, and improvement recommendations.
• Work closely with stakeholders to validate data and ensure insights are actionable

Project Leadership & Collaboration

• Act as a project lead or contributor for CX and insights-related initiatives.
• Support cross-functional projects through data analysis, reporting, and documentation.
• Track project progress, outcomes, and post-project learnings.
• Facilitate collaboration between teams to drive continuous improvement

Case Sharing & Escalation

• Lead or support structured case-sharing sessions (happy journeys, pain points, service recovery).
• Escalate recurring or critical issues with data-backed insights.
• Track resolution progress and validate post-action improvements.
• Maintain clear documentation for accountability and learning.

Your Know-How