About The Role
As our Astronaut, your missions are: As a customer insight Associate, your task is to extracts and analyzes qualitative and quantitative customer data to uncover operational friction, complaints behaviour, and actionable trends across customer touchpoints to increases ASTRO customer experience.
- VoC Program Management: Synthesize Voice of Customer (VoC) data from multi-channel surveys, social sentiment, and chat logs across core metrics (CSAT, CES, First Contact Resolution). - Root-Cause & Funnel Analysis: Perform deep-dive analytics to isolate user pain points, purchase drop-offs, and order cancellation drivers using quantitative metrics cross-referenced with qualitative feedback. - Dashboard Design & Reporting: Build and maintain automated, interactive dashboards for department heads and product leads to monitor customer friction points in real time. - Insight-to-Action Strategy: Translate customer complaint data into narrative presentations with actionable recommendations for Product, Marketing, and Operations teams to boost customer retention.
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