Customer Insight Associate

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.

Requirements:

In order to launch the missions successfully, you need to have:

• Educational Background: Bachelor's degree in Data Analytics, Statistics, Computer Science, Information Systems, or Economics.
• Experience: 2 - 3 years in customer insights, business intelligence, or product analytics within customer-facing digital ecosystems.
• Technical Stack: BI/Visualization tools (Looker Studio, Tableau, Power BI), Python/R for basic data manipulation and NLP sentiment analysis, and survey platforms (Qualtrics, Typeform, Sprinklr).
• Analytical Methodologies: Proven experience using VoC metrics (NPS, CSAT, CES, FCR), cohort analysis, customer churn modeling, and funnel drop-off diagnostics.
• Behavioral Competencies: Strong data storytelling (converting raw data into executive slides), customer-centric mindset, and business communication