The Role
The Customer Experience (CX) charter at Myntra is dedicated to removing friction from the user journey—from app launch to post-delivery support. As a Data Analyst for the CX team, you will be the analytical engine driving our understanding of customer behavior, pain points, and satisfaction metrics. You will translate complex datasets into clear, actionable strategies that directly influence product roadmaps and business operations.
Key Responsibilities
- Data Analytics and Insights: Dive deep into customer interaction data (NPS, CSAT, app drop-offs, and support tickets) to identify root causes of customer friction. Translate raw data into actionable insights that guide CX improvements.
- Predictive Trend Analysis: Build models to forecast customer behavior, return rates, and seasonal ticket volumes. Anticipate CX challenges before they occur to help operations and product teams stay ahead of the curve.
- Visual Intelligence: Design and maintain intuitive, high-impact dashboards (via Tableau, PowerBI, or Looker) that track core CX metrics. Make complex data easily consumable for leadership and cross-functional teams.
- Market Intelligence: Monitor industry benchmarks and competitor CX strategies. Identify gaps and opportunities to ensure Myntra remains the gold standard for e-commerce customer experience in India.
- Stakeholder Management: Act as the primary data partner for CX leaders. Effectively communicate findings, influence strategic decisions, and align analytical outputs with operational realities.
- Cross-Functional Collaboration: Partner seamlessly with Product, Engineering, Supply Chain, and Customer Support teams to deploy data-backed solutions and track the efficacy of new feature rollouts.
Required Skills & Qualifications
We are looking for a candidate who demonstrates a strong baseline (minimum 2 years of applied experience or a solid Level 2 proficiency) across the following core competencies:
- Data Analytics and Insights (2): Proficiency in SQL, Python/R, and advanced Excel. Strong ability to extract, clean, and interpret large datasets to solve ambiguous problems.
- Visual Intelligence (2): Hands-on experience with BI tools. Ability to design dashboards that tell a compelling story rather than just displaying numbers.
- Predictive Trend Analysis (2): Experience working with statistical methods, forecasting, and basic machine learning concepts to predict customer trends.
- Market Intelligence (2): Familiarity with e-commerce market dynamics, consumer behavior research, and competitive benchmarking.
- Business Acumen (2): Strong understanding of how CX metrics (like retention and lifetime value) directly impact the bottom line. Ability to balance customer delight with business profitability.
- Stakeholder Management (2) & Collaboration (2): Excellent verbal and written communication skills. Proven ability to translate technical findings for non-technical audiences and drive alignment across diverse teams.
Apply now: https://jobs.myntra.com/jobs/2694576854?source=Indeed
