Customer Experience Specialist

Exp-7+ years

NP-Immediate to 15 days Location- Gurgaon Mode of work- Work from Office Time Shift- UK time shift Skill- Customer Experience, Process Mapping, Journey mapping

JD: Role level: Sr. Analyst, CX Strategy & Analytics Essential Functions/Core Responsibilities Analyze customer journeys and feedback data to identify friction points and improvement opportunities Conduct Voice of Customer research including survey analysis, interviews, and customer insight synthesis Develop consulting deliverables including journey maps, ROI analysis, strategic assessments, and data visualizations Support customer experience strategy projects through data analysis and insight generation Present findings and recommendations to project teams and stakeholders Execute project workstreams independently with manager oversight Lead project teams through planning, discovery, analysis, and reporting Candidate Background & Profile Bachelor's degree and 4-6 years of consulting, customer analytics, or customer insights experience Experience with Voice of Customer methodologies and CX metrics (NPS, CSAT, CES) Strong analytical and quantitative skills with ability to work with large datasets Experience developing customer journey maps and strategic assessments Proficient in Microsoft Office, especially Excel and PowerPoint Familiarity with customer journey mapping tools (Smaply, Miro, Lucidchart) preferred Experience in contact centers and self-service channels is a plus Strong communicator with ability to present to senior stakeholders Team-oriented with focus on contributing to larger project goals Initiative-driven, detail-oriented, and comfortable working in ambiguous situations