Analyst

eClerx·Mumbai

Pay not statedJunior levelFull-time

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About the role

Lead Voice of Consumer (VoC) programs including surveys, reviews, and feedback analysis Design, manage, and analyze Net Promoter Score (NPS), CSAT, CES programs across customer touchpoints Perform social media listening and sentiment analysis across platforms (Twitter/X, Instagram, Facebook, forums, etc.)

What you'll do

Lead Voice of Consumer (VoC) programs including surveys, reviews, and feedback analysis
Design, manage, and analyze Net Promoter Score (NPS), CSAT, CES programs across customer touchpoints
Perform social media listening and sentiment analysis across platforms (Twitter/X, Instagram, Facebook, forums, etc.)
Analyse web and app performance metrics using tools like Adobe Analytics, Google Analytics, Amplitude etc
Analyze data from offline touch points and other physical customer interaction channels to generate actionable insights on customer experience and business performance