Analyst
eClerx
Analyst
eClerx
Data analytics and BPM outsourcing services
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.
• Identify customer journeys, drop-offs, and behavioural patterns across digital touch points
• 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.
eClerx Services Ltd. provides business process management and data analytics services to clients worldwide, focusing on financial services, telecom, retail, and technology. It helps clients by managing and optimizing data-intensive processes, acting as an extension of their operations through data management, automation, analytics, and consulting. Its offerings cover trade lifecycle management, risk and compliance in financial markets, digital services like content creation and e-commerce analytics, and customer operations optimization. Its differentiator is combining deep domain knowledge with data-driven insights and it pursues growth through strategic acquisitions, such as Personiv, to expand back-office and customer support capabilities, with the goal of helping clients run efficient, data-driven processes while focusing on core business.
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