Job Description

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JOB DESCRIPTION
SECTION I: BASIC INFORMATION ON THE POSITION
UJR Name Lead - Customer Analytics & Insights Designation / Role Name Lead - Customer Analytics & Insights
Function Strategic Initiatives Sub Function Strategic Initiatives
Current Band Band 3 Manager/ Individual Contributor Manager
SBU Realty Business Location Thane
UJR Code Lead - Customer Analytics & Insights_Realty Business_Strategic Initiatives
SECTION II: ORGANIZATIONAL RELATIONSHIPS
Direct Reporting Indirect (Dotted) Reporting
Next Level or Skip Level Supervisor / Manager CEO
Immediate Supervisor / Manager Head-Strategic Initiatives
Position
Number of positions reporting to the role 1- Data Analyst
Position titles of reportees
SECTION III: PURPOSE OF THE ROLE
To lead the development and execution of customer insight and analytics strategies that uncover deep customer understanding, drive data-driven decision making, and shape high-impact CX strategies. This role transforms qualitative and quantitative data into actionable insights to influence strategic planning and continuous customer-centric improvements across functions.
SECTION IV: KEY RESPONSIBILITIES AND ACCOUNTABILITIES OF THE ROLE
Design and execute a comprehensive Voice of Customer (VoC) program capturing feedback/ Insights across all key touchpoints.
Develop analytical models for to turn disparate data points into coherent and actionable customer narratives.
Create a feedback loop that channels customer insights back to relevant departments for immediate action and long-term strategic adjustments.
Create real-time dashboards and reports for CX performance, customer satisfaction, NPS, and churn metrics.
Lead data integration across Sales, CRM, Project Execution, and Finance to develop unified customer views.
Conduct root cause analysis for churn, escalations, and complaints, and recommend strategic improvements.
Own the NPS measurement program end-to-end, including survey design, deployment, and insights delivery.
Develop predictive models to anticipate customer behavior and recommend proactive interventions.
Benchmark customer experience metrics against real estate and cross-industry standards.
SECTION V: KEY RESULT AREAS
Key performance goals for the role: Critical outcomes of a job contributing to the organization's and role's success Weightage (should add up to100%)
NPS & customer satisfaction metrics Improvement & Insights Delivery 35%
Data Integration & Unified Customer View, Predictive Modeling & Strategic Recommendations 25%
Accuracy & Timeliness of CX Dashboards 20%
Actionable Insight Generation from VoC & Analytics.
20%
TOTAL 100%
SECTION VI: FINANCIAL ACCOUNTABILITY & GEOGRAPHICAL SCOPE (as applicable)
Financial Accountability (with exclusive authority)
Geographical Scope All India
SECTION VII: KNOWLEDGE, EXPERIENCE, SKILLS AND ABILITIES
Education Qualification
Bachelor's in Statistics, Mathematics, Economics, or Engineering with strong quantitative focus
Preferred:
Master's degree in Data Science, Business Analytics, Statistics, or MBA with specialization in Analytics
Certifications in tools like SQL, Python, R, Power BI, Tableau, or platforms like Google Analytics, Salesforce, etc (Worked on these for atleast 2-3 years)
Technical & Professional Knowledge required
(What someone NEEDS TO KNOW) Expertise in tools like Power BI, Tableau, Google Analytics, and CRM analytics modules.
Advanced skills in SQL, R/Python for data modeling and statistical analysis.
Strong understanding of customer behavior metrics (NPS, CES, CSAT).
Knowledge of customer lifecycle, journey mapping, and funnel analytics.
Understanding of CRM and ERP systems- Salesforce & SAP
Experience required
(What someone NEEDS TO HAVE DONE) 8-12 years in data analytics, customer insights, or strategy roles.
within a customer-focused function.
Prior experience in real estate, hospitality, or B2C services industry, luxury industry (automobiles, luxury retail,airlines)
Essential RLC for the role
(Essential Leadership Competencies that need to be demonstrated or how they NEED TO BEHAVE) Strategic Thinking
Business & Customer Centricity
Cross-Functional Influence
Analytical Problem-Solving
Outcome Orientation
Communication & Data Storytelling (Purpose led Transf, Breakthru mindset, collaboration, customer emp, )
Personal Attributes required
(Personal qualities, motivations, and preferences likely to enhance performance in the role) Curiosity and a drive for deep insight
Bias for action and decision-making
High accountability and integrity
Collaborative mindset
Adaptability and learning agility
Domain/ Functional skills required VoC program design and execution
Predictive analytics and data mining
Customer segmentation and persona development
Dashboarding and performance measurement
Real estate industry knowledge (desirable)
NPS/CX benchmarking best practices
Customer Centricity, Customer Experience Design
SECTION VIII: KEY INTERACTIONS
Internal (Key interactions within the organization) Nature or purpose of interaction
BD
Sales & Mktng
Finance
Pre-Sales
External (Key Interactions outside the organization) Nature or purpose of interaction