CX Analyst

This role is for one of Weekday’s clients
Salary range: Rs 600000 - Rs 1200000 (ie INR 6 - 12 LPA)

Min Experience: 2+ years
Location: India
JobType: full-time

We are looking for a Customer Experience (CX) Analyst to transform customer behaviour, feedback, and product interactions into actionable insights that improve the overall customer experience. The ideal candidate combines analytical thinking with a strong understanding of consumer insights, product analytics, and customer journey optimisation. You will work closely with cross-functional teams to identify friction points, understand customer needs, and recommend data-driven improvements across digital and consumer-facing touchpoints.

Key Responsibilities

• Customer Experience Analytics: Analyse customer journeys across web and mobile platforms to identify friction points, drop-offs, behavioural patterns, and opportunities to improve customer satisfaction and engagement.
• Consumer Insights: Combine quantitative and qualitative inputs to understand customer motivations, expectations, preferences, and pain points. Translate findings into clear, actionable business recommendations.
• Product Analytics: Conduct funnel analysis, cohort analysis, segmentation, and behavioural analysis to understand how customers interact with products and services.
• Behavioural Data Analysis: Use session replay tools, web and app analytics, and other behavioural data sources alongside system-of-record data to uncover deeper insights into customer actions and experiences.
• Statistical Analysis: Apply statistical thinking, hypothesis testing, and significance testing to validate assumptions, evaluate customer behaviour, and support evidence-based decision-making.
• Qualitative Research Evaluation: Interpret customer interviews, usability studies, surveys, and other qualitative research findings. Assess research methodology, challenge unsupported conclusions, and identify opportunities for further investigation.
• Insight Communication: Present complex analytical findings in a clear, structured, and compelling manner to stakeholders across product, design, marketing, operations, and business teams.
• Experience Optimisation: Partner with cross-functional teams to prioritise improvements, formulate hypotheses, measure outcomes, and evaluate the impact of changes on customer experience and business performance.
• Continuous Improvement: Develop a deeper understanding of customer behaviour, identify emerging trends, and establish a culture of data-driven experimentation and customer-centric decision-making.

Must-Have Skills

• Consumer Insights
• Customer Experience (CX) Analytics
• Product Analytics
• Quantitative and Qualitative Research
• Customer Journey Mapping and Funnel Analysis
• Cohort Analysis and Customer Segmentation
• Web and App Analytics
• Statistical Analysis and Hypothesis Testing
• Data Interpretation and Insight Communication

Required Qualifications and Experience

• 2–5 years of experience in consumer insights, CX analytics, product analytics, UX research, or a related analytical role within a B2C or consumer-facing organisation.
• Hands-on experience working with quantitative data and qualitative research inputs to understand customer behaviour and identify improvement opportunities.
• Familiarity with analytics platforms, session replay tools, funnel analysis, and cohort-based analysis.
• Strong understanding of statistical concepts, including hypothesis testing, significance, and evidence-based decision-making.
• Ability to evaluate qualitative research critically and distinguish meaningful findings from conclusions supported by limited evidence.
• Strong problem-solving, communication, and stakeholder-management skills.

Good-to-Have Skills

• Experience with experimentation, A/B testing, and conversion rate optimisation.
• Familiarity with customer feedback platforms, survey tools, and usability testing methodologies.
• Experience working with product managers, UX designers, researchers, and business teams.