Job Description

Manager - Strategy

Description:

Business Associate - Strategy for- Customer Experience & Care-

About CUSTOMER DELIGHT TEAM : Contact Centre

- We are the chief customer/partner custodians who live by the principle ? NO CUSTOMER GOES HUNGRY! The team that epitomizes our core values by walking the talk in every step of the way and lives to delight our customers during their journey with Swiggy. We act as the safety net/Last line of defense when things break and remove all obstacles, reduce angst and ensure happy flows for our customers ? both proactively and reactively.

- If you're talented and think you can handle the adrenaline rush of challenges, we'd love to have you on board. Come join us as we shape the course of online food delivery in the country!

What does this role do?(About the Position):

- Business Associate is expected to track, deep-dive and provide insights for specific business functions.

- The role expects the candidate to independently structure the problem, draw relevant insights leveraging data and work with functional leaders to drive them to conclusion.

There are three key parts of the Job Role:

- Exploration and fact finding , Converting business problems in to metric driven statements, identifying underlying hypothesis and determining/creating metrics that will accurately represent the problem as well as the solutions

- Pattern recognition and Analysis , Understanding patterns and structures within existing data, correlating them with the processes on ground and using VOC and VOP along with data to solve problems or design new services

- Benchmarking, Insights and recommendations , Consistently keeping an eye on the business metrics and variations in them to , Help stakeholders understand changes in voice of customer/delivery partners/restaurant partners

- Provide RCAs on hits and misses in business performance

- Consistently provide inputs to boost experience while reducing operating costs

- Help the customer care team consistently set new benchmark in performance

What will you do? (Job Responsibilities):

- Assist in building data models, while working with cross functional teams trying to;

- Determining functional targets

- Identify areas to target (min effort for max impact)

- Uncover root cause for variations in business performance

- Report insights and provide recommendations to senior stakeholders

- Work with functional teams trying to conduct business experiments - support design and post experiment assessment of impact

- Gathering market intelligence to drive best-in-class business processes (Competitor research, exploring external vendor solutions, benchmarking practices)

- Ability to scope ambiguous problems, structure them and see them through execution

- Work with functional teams in identifying new initiatives and focus areas keeping in mind the organizational goals

- Communicating progress of actions on key strategic priorities with senior stakeholders including functional heads and CXOs

- Working closely with the customer support team on improving service What do you need? (Desired traits)

- Bachelor's/PG degree in Engineering, Mathematics, Statistics or related technical degree

- 1-3 years? experience preferably in a consulting or analytics environment

- Proficiency in using data query languages such as SQL or Python + MS Office tools such as Excel, PowerPoint and Data Analytics tools like Power BI/ Tableau is mandatory

- Strong business acumen and ability to intelligently articulate problems and solutions.

- Excellent analytical, problem-solving, presentation and communication skills.

- Demonstrated ability to work in a rigorous fast-paced environment with competing priorities and communicating with multiple stakeholders including senior leaders

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