- Junior
- Escritório em Bengaluru
Seekho is hiring a data-driven and customer-obsessed Business Analyst to strengthen our User Experience and Support engine. In this role, you’ll transform support interactions and feedback into actionable insights that drive satisfaction, efficiency, and impact across the customer journey. You’ll collaborate closely with leadership and cross-functional teams to uncover user pain points, improve support delivery, and align user needs with business goals.
Key Responsibilities
- Analyze Support & Experience Metrics:
- Evaluate support ticket trends, resolution times, first contact resolution (FCR), CSAT/NPS scores, and escalation patterns.
- Identify root causes of user issues and recommend systemic solutions to improve satisfaction.
- Optimize Team Performance & Efficiency:
- Track agent productivity, queue management, and turnaround time.
- Recommend workflow automations or process improvements to reduce handling time and increase quality.
- Feedback Loop & Experience Insights:
- Aggregate qualitative and quantitative feedback from users to identify recurring UX friction or product gaps.
- Create frameworks for tagging and categorizing feedback to drive actionable insights.
- Dashboarding & Visibility:
- Build live dashboards and reporting structures that enable visibility into experience KPIs and support health.
- Empower support and product teams to make informed decisions in real time.
- Strategic Collaboration:
- Work with Product, Growth, and Design teams to ensure user feedback informs feature prioritization and roadmap.
- Help prioritize initiatives based on user impact, effort, and ROI.
- Problem Solving & Impact Analysis:
- Conduct deep-dive investigations into drops in satisfaction, spikes in complaints, or new product launches.
- Quantify the business impact of support interventions or UX enhancements.
- Stakeholder Communication:
- Present insights clearly and persuasively to leadership, enabling alignment on key experience strategies and support investments.
Requirements
What We’re Looking For
- 2–4 years of experience in business analytics, content operations, or strategy (preferably in B2C, media, or edtech)
- Proficiency in SQL is mandatory; strong Excel/Google Sheets skills required
- Experience with BI tools like Looker or Tableau is a plus
- Strong business acumen and ability to translate data into decisions
- Track record of solving operational problems using structured thinking and data
- High ownership, attention to detail, and bias for action
Benefits
What’s on Offer
- Core role in a fast-scaling, content-led growth company
- High visibility with leadership and strategic influence
- Accelerated learning, autonomy, and growth
