Job Location: Karnataka
Job Purpose: The role has high impact on customer happiness and retention, thus directly impacting profitability and growth. To plan and conduct weekly huddles for the customer care (Mission Happiness) team at ABFRL. To serve as a liaison between customer care team and the various brand teams. Lead a team of data analysts/ data scientists working on customer feedback to generate meaningful and actionable insights. To integrate customer data from various sources and create a holistic view of the customers’ sentiments towards our brands.
Specific Roles and Responsibilities
- Conduct weekly huddles on behalf of the Mission Happiness (MH) team.
- Generate insights from customer feedback data by performing Exploratory data analysis
- Integrate customer feedback, complaints and suggestions to create a holistic view of customer
- Work with various tech teams to streamline data flow
- Ensure accuracy and cleanliness of data being reported to brands
- Work closely with various stakeholders to highlight pressing issues that need immediate attention
- Go beyond the obvious to identify customer pain points
- Identifying suitable ways to automate the huddle process, thus conducting huddles at a faster pace
- Timely follow up and closure of open action items
Experience and qualifications
- 5 years of relevant experience in Data & Analytics
- At least 3 years of experience in leading cross functional teams
- Experience in working with senior stakeholders likes of VPs, Directors/General Manager
- Exposure to data science capabilities like Machine Learning, Statistical modelling, Optimisation techniques and tools
- Fully Operational on SQL, Power BI and other data blending tools
- Exposure to Data science platform tools e.g. MS Azure, Databricks
- Working experience in Data Science skills and technologies along with driving Organizational impacted programs
Other Skills
- Excellent communication, active listening and presentation skills and ability to communicate effectively with all levels in the organisation
- Passion for delivering service excellence; and developing a culture of “easy to do business with”, where customer’s needs are anticipated
- Highly analytical mind-set with strong ability to identify, troubleshoot, problem solve and resolve issues. Passion for simplification and continuous improvement
- Strong interpersonal skills with the ability to collaborate with team members to understand and develop technology solutions for business needs
- Organised, strong time management skills and ability to prioritise multiple tasks to meet established deadlines
- Ability to work quickly and accurately, especially under pressure; and within a cross-culture and global environment
- Ability to work with a broad, virtual team
- Analytically minded with good numerical ability and logical reasoning
Qualifications:
Minimum Experience Level:
4-6 Years
Report to:
Manager
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