Group Bayport - Senior Customer Insights Analyst

About The Role :

We are seeking a Customer Insight Specialist with a robust background in Contact Center Customer Quality and process improvement.

The ideal candidate will be responsible for analyzing customer insights, identifying patterns, and driving actionable recommendations that enhance customer satisfaction, reduce friction, and improve overall service delivery.

This position is an onsite role based in Gurgaon and requires collaboration with Quality, Customer Service, Product, and Process Excellence teams.

Key Responsibilities :

• Execute Voice of Customer programs, ensuring continuous collection, classification, and reporting of customer feedback across all touchpoints (calls, chats, emails, surveys, reviews).
• Work with stakeholders to categorize VOC inputs using frameworks such as 7Ps (Product, Price, People, Process, Policy, Promotion, Platform) or business-specific taxonomies.
• Collaborate with Quality teams to triage complaints and feedback into root causes, linking them with quality metrics and customer pain points.
• Generate monthly customer insights and detailed reports to highlight top concerns, sentiment trends, and process gaps.
• Support CX projects by providing data-driven insights that influence process redesigns, training requirements, or product changes.
• Liaise with NPS, ORM, CSAT, and CES survey owners to correlate feedback with performance metrics.
• Present findings in review forums, ensuring business leaders are informed and aligned on customer improvement opportunities.

Desired Skills And Qualifications :

What We Offer :

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