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Job Location: Chennai
The role is a part of the Customer Experience Group (CXG) Operations and requires you to work closely with senior leadership, product, customer success and customer support functions, to perform end to end data analysis present insights, create meaningful metrics by working with multiple stakeholders, collaborate with IT team to develop impactful BI applications, for use by the CXG function.
This role requires you to collaborate with cross functional teams, hence, having similar experience and great interpersonal skills is desirable. Your responsibilities would include,
Own the end-to-end process for all dashboards and reports across the CXG org – Metrics definition, coordinating with BI team to design and build PowerBI reports, develop capabilities to build our own dashboards and reports
Building AI/ML models: Build and implement (a) predictive models on churn forecasting (b) Text mining models based on Support data, (c) Scoring models based on product adoption metrics, etc.
Enable data and insights based decision making and establish high levels of quality, accuracy, and process consistency.
Develop and implement regular reporting of key performance metrics
Owning development of scalable data models, maintain cleanliness of data working with IT and Finance teams; focus on data architecture, maintaining clean reporting
Working closely with stakeholders to help identify business issues and enable them with insights from data through application of analytical and visualisation techniques and recommend scalable solutions
Managing stakeholder communication across multiple lines of business on operational milestones, process changes, and escalations.
Continue to push stakeholders to think big in developing or re-design processes and systems that can create transformational business impact
10-12 years of work experience
MBA from a top-tier college; or bachelor s degree from a top-tier university in statistics, mathematics with highly relevant work experience
Strong data background with the ability to quickly find insights to drive business outcome
Strong knowledge of SQL and Python
Good exposure to analytical techniques, AI/ML algorithms
Exposure to PowerBI, Tableau, Databricks is a plus
Track record of developing and managing complex projects with multiple stakeholders successfully
Ability to analyse data and make key decisions based on the business context
Work experience in internet, software, and SaaS industries is a plus
Detail-oriented with strong project management and organisational skills, but comfortable with ambiguity and adept at solving problems creatively
Passion for technology and for pushing new concepts, products, and services
A strong bias toward collaboration and ability to work effectively in a cross-functional dispersed team
Positive attitude, self-starter, and high emotional intelligence (EQ)
Excellent interpersonal skills and ability to drive consensus with internal and external stakeholders
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