Customer Experience Insight Executive

Job Description

We are looking for a detail-oriented and analytical professional to support the Voice of Customer (VoC) function through structured research, feedback analysis, and insight generation. The role requires strong data interpretation skills, understanding of customer experience in BFSI technology environments, and the ability to derive actionable insights from customer interactions. The individual will primarily focus on backend analysis while providing support during customer interactions and discussions.

Job Responsibilities

• Analyze customer feedback collected through VoC interactions, surveys, and discussions to identify trends, themes, and key insights
• Support preparation of pre-meeting research dossiers, including customer background, engagement history, and product usage insights
• Assist in structuring questionnaires and feedback frameworks aligned with VoC objectives
• Participate in customer meetings as a support resource, capturing detailed notes and observations
• Convert qualitative and quantitative feedback into structured reports and dashboards
• Highlight key pain points, improvement areas, and potential risks based on analysis
• Ensure accuracy and consistency in data interpretation and reporting
• Maintain and publish periodic VoC reports, summaries, and insights for leadership review
• Collaborate with internal stakeholders (Customer Success, Product, Delivery) to validate findings and ensure contextual relevance
• Continuously enhance analytical frameworks, reporting quality, and turnaround time

Requirements

• Strong analytical and problem-solving skills with attention to detail
• Basic to fair understanding of BFSI lending lifecycle and enterprise software environments
• Ability to synthesize large volumes of data into meaningful insights
• Good written and verbal communication skills
• Proficiency in tools such as Excel, PowerPoint, and data visualization platforms
• High ownership and accountability in managing deliverables
• Ability to work independently in a flat structure with minimal supervision
• Openness to learning and understanding product ecosystems (e.g., lending platforms like FinnOne Neo)

Benefits

Nucleus is well known for identifying, nurturing, and promoting the internal talent and having long mutually rewarding associations with its performing associates. Our focus programs help our associates to continuously grow based on their capability, performance, and career aspirations.