eClerx
Website:
eclerx.com
Job details:
Job Description
The Associate Process Manager will be responsible for managing and delivering
end-to-end analytics and insights projects related to customer feedback, digital channels, and brand sentiment. The role requires strong expertise in
analyzing customer interactions across multiple touchpoints (social media, web/app analytics, surveys, reviews, NPS) and converting them into actionable insights.
The candidate will collaborate with cross-functional teams, manage stakeholders, and drive continuous improvement initiatives to enhance customer experience.
Responsibilities
- Key Responsibilities
- 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.)
- Analyze web and app performance metrics using tools like Adobe Analytics, Google Analytics, Amplitude etc.
- Analyze data from offline touchpoints and other physical customer interaction channels to generate actionable insights on customer experience and business performance.
- Identify customer journeys, drop-offs, and behavioral patterns across digital touchpoints
- Identify key customer pain points, trends, and emerging issues through data
- Build dashboards and reports using Power BI, Tableau, or similar visualization tools
- Translate data into actionable insights, compelling narratives, and strategic recommendations (data storytelling)
- Collaborate with digital, marketing, product, and CX teams to drive improvements
- Manage client communication and ensure timely delivery of insights and reports
- Drive closed-loop feedback mechanisms and continuous improvement initiatives
- Drive process improvements, automation, and standardization in analytics workflows
- Mentor analysts and ensure quality of deliverables
Qualifications
- Bachelor’s/Master’s degree in Business, Analytics, Marketing, or related field
- 3–6 years of experience in customer analytics, digital analytics, VoC, or CX programs
- Hands-on experience with VoC/NPS tools such as Qualtrics, Medallia, Sprinklr, or similar platforms
- Strong understanding of NPS, CSAT, CES frameworks and closed-loop feedback systems
- Experience on social media listening and sentiment analysis tools like Hootsuite/Talkwalker, Sprout Social, Brandwatch or Brand24
- Hands-on experience with web & app analytics tools (Adobe Analytics, Google Analytics, Amplitude, etc.)
- Hands-on experience on data visualization tools such as Power BI or Tableau
- Advanced proficiency in MS Excel and MS PowerPoint
- Strong ability to analyze data and translate numbers into impactful stories and business recommendations (data storytelling)
- Strong analytical and problem-solving skills with attention to detail
- Excellent communication and stakeholder management skills
- Ability to work with large datasets and derive meaningful insights
- Experience working with global clients or cross-functional teams
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