The Indus Valley
Website:
theindusvalley.in
Job details:
Company Description
The Indus Valley is India's leading healthy cookware brand, combining health, safety, and innovation to transform modern kitchens. Headquartered in Chennai, we are a direct-to-consumer brand supported by venture capital and trusted by over 1 million customers. With a strong foundation in integrity, quality, and wellness, The Indus Valley has grown into a 100 Cr+ company, driven by a dedicated team of over 100 professionals. We are committed to providing premium, health-focused cookware to every household, ensuring a positive impact on communities and families.
Location:Chennai(Perungudi) - Work from office.
Reporting To:
Chief Operating Officer (COO) With a dotted-line partnership across Product, Marketing, Growth, and Customer Experience teams
About the Role
We are looking for a highly analytical and consumer-centric Customer Insights Specialist to help translate customer voice, behavior, and feedback into actionable business insights. This role will play a critical part in shaping product decisions, customer experience improvements, marketing strategies, and business priorities by uncovering meaningful patterns from both qualitative and quantitative customer data.
The ideal candidate will bring a strong foundation in customer insights, market research, or CX analytics, along with the ability to convert complex and messy customer inputs into clear, business-relevant recommendations.
Key Responsibilities
Customer Research & Insights
· Lead end-to-end customer insight initiatives across product, customer experience, and brand touchpoints.
· Design and execute qualitative and quantitative research studies to understand customer needs, expectations, motivations, and pain points.
· Conduct customer interviews, focus groups, and ethnographic research to uncover both articulated and unarticulated needs.
· Develop and refine customer personas, segmentation frameworks, and journey maps to support business decision-making.
Voice of Customer & Feedback Analytics
· Own and strengthen Voice of Customer (VOC) and NPS frameworks across relevant channels.
· Analyze customer feedback from surveys, reviews, support interactions, marketplaces, and social media platforms.
· Synthesize Amazon/marketplace reviews, customer complaints, and social listening inputs into actionable themes and recommendations.
· Identify patterns in product return reasons, service issues, and repeat complaints to determine root causes and improvement areas.
Business Analytics & Reporting
· Analyze customer behavior metrics such as retention, repeat purchase behavior, cohorts, and satisfaction trends.
· Build dashboards and reports that track key customer insight metrics and highlight emerging opportunities or risks.
· Partner with internal teams to measure the impact of customer-led interventions and recommend next steps.
· Translate insights into structured presentations and recommendations for leadership review.
Cross-Functional Collaboration
· Work closely with Product, Operations, Marketing, Growth, and CX teams to ensure customer insights are embedded into strategic and operational decision-making.
· Support category, product, and service improvement initiatives with customer-backed data and business context.
· Present findings to leadership with clear business implications, prioritization logic, and impact forecasts.
Candidate Profile
Experience
· 5 to 8 years of experience in Customer Insights, Market Research, Consumer Research, or CX Analytics.
· Prior experience in consumer brands, preferably in D2C, kitchenware, home goods, or FMCG sectors.
· Strong exposure to both qualitative and quantitative research methodologies.
· Female candidates will be preferred.
Skills & Competencies
· Strong analytical foundation with experience in surveys, statistics, segmentation, and behavioral analysis.
· Experience using customer listening platforms, analytics tools, and reporting dashboards.
· Ability to independently conduct customer interviews and focus group discussions.
· Strong storytelling and presentation skills with the ability to simplify complex findings.
· Strong business communication and stakeholder management skills.
· Comfortable working in ambiguity and synthesizing unstructured customer data into actionable direction.
· Practical and impact-oriented mindset with the ability to connect insights to business outcomes.
Preferred Areas of Expertise
· Voice of Customer (VOC) frameworks
· Net Promoter Score (NPS) programs
· Customer segmentation and persona development
· Customer journey mapping
· Qualitative research and ethnographic studies
· Quantitative analytics including cohorts, retention, and repeat behavior analysis
· Dashboarding and insight reporting
What Success in This Role Looks Like
· Clear and actionable customer insights influencing business decisions
· Improved understanding of customer needs, pain points, and behavior patterns
· Better cross-functional alignment through insight-led decision-making
· Stronger product, service, and customer experience interventions backed by customer evidence
· Leadership visibility through structured insight reporting and business impact storytelling
Email: hr@theindusvalley.in
Click on Apply to know more.