The Customer Intelligence Analyst plays a pivotal role in understanding and enhancing the customer journey through data-driven insights, behavioral analysis, and campaign intelligence. The role requires a balance of analytical expertise, cross-functional collaboration, and strategic thinking to continuously improve user experience (UX), optimize engagement campaigns, and strengthen customer relationships.

Qualification and Experience

• Bachelor’s or Master’s degree in Business Analytics, Marketing, Economics, Statistics, Business Administration, or a related field.
• Relevant professional certifications in analytics, customer experience, digital marketing, or related areas will be an added advantage.
• 4–6 years of relevant experience in Customer Experience, Customer Intelligence, Data Analytics, Business Analytics, Campaign Management, or a related field.
• Experience in fintech, e-commerce, digital platforms, technology, or other customer-centric businesses is preferred.
• Hands-on experience in customer analytics, campaign planning, UX research, experimentation, and performance analysis.
• Experience working with cross-functional teams and managing multiple stakeholders.

Job Description

• Analyze customer behavior, feedback, usage data, and operational metrics to identify trends, friction points, and opportunities for improving customer experience.
• Monitor KPIs and performance metrics through dashboards and analytical tools and provide actionable insights.
• Conduct customer call surveys, social media reviews, and other research activities to understand customer needs and experiences.
• Plan, manage, and execute customer-centric campaigns from strategy to implementation.
• Conduct pre-campaign analysis, customer segmentation, and targeting to improve campaign effectiveness.
• Coordinate with Marketing, Product, CX, Technology, Design, and Customer Support teams for smooth campaign execution.
• Conduct post-campaign analysis to measure results, identify learnings, and recommend improvements.
• Lead and participate in experiments related to customer acquisition, activation, retention, and engagement.
• Collaborate with Product and Technology teams to test product innovations and CX improvements.
• Translate customer and data insights into actionable business and customer experience initiatives.
• Prepare business proposals, requirements, memos, presentations, and other documents to support decision-making.
• Prepare and maintain timely weekly and monthly reports covering CX operations, campaign performance, customer insights, and improvement initiatives.

Required Skills

• Strong analytical and quantitative skills with the ability to convert data into actionable business insights.
• Proficiency in MS Excel and data visualization/BI tools such as Power BI, Tableau, or Google Looker Studio.
• Working knowledge of SQL, Google Analytics, or similar data platforms is preferred.
• Strong understanding of customer behavior, segmentation, campaign performance, and CX metrics.
• Knowledge of A/B testing, cohort analysis, experimentation, and UX research.
• Strong campaign planning, execution, and performance evaluation skills.
• Excellent communication, presentation, reporting, and stakeholder management skills.
• Strong problem-solving and critical-thinking abilities.
• Ability to work collaboratively with Marketing, Product, Design, Technology, and Customer Support teams.
• High attention to detail with strong ownership and execution skills.
• Customer-centric and innovation-oriented mindset.

Benefits of Working at eSewa

• Stellar opportunity to work with the rising company
• The amazing and passionate young team, beautiful office space
• Trust of biggest FinTech company.
• One-of-a-kind company culture and growth opportunities to accelerate your career progression.

How to apply?

We are always keen to meet energetic and talented professionals who would like to join our team. Click on the button below and submit your application to apply for the post.

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