Lead Voice of Consumer (VoC) programs including surveys, reviews, and feedback analysis
• Design, manage, and analyze Net Promoter Score (NPS), CSAT, CES programs across customer touchpoints
• Perform social media listening and sentiment analysis across platforms (Twitter/X, Instagram, Facebook, forums, etc.)
• Analyse web and app performance metrics using tools like Adobe Analytics, Google Analytics, Amplitude etc.
• Analyze data from offline touch points and other physical customer interaction channels to generate actionable insights on customer experience and business performance.
• Identify customer journeys, drop-offs, and behavioural patterns across digital touch points
• Identify key customer pain points, trends, and emerging issues through data
• Build dashboards and reports using Power BI, Tableau, or similar visualization tools
• Translate data into actionable insights, compelling narratives, and strategic recommendations (data storytelling)
• Collaborate with digital, marketing, product, and CX teams to drive improvements
• Manage client communication and ensure timely delivery of insights and reports
• Drive closed-loop feedback mechanisms and continuous improvement initiatives.
Skills Required
- Experience with Net Promoter Score, CSAT, and sentiment analysis
- Ability to analyze data from various touch points
- Experience with Adobe Analytics, Google Analytics
- Ability to build dashboards using Power BI or Tableau
eClerx LLC Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about eClerx LLC and has not been reviewed or approved by eClerx LLC.
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Healthcare Strength — Feedback suggests U.S. employees have access to medical, dental, and vision coverage, with HSA/FSA options and life insurance included. An Employee Assistance Program also appears in the public benefits profile supporting wellbeing.
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Retirement Support — Feedback suggests a 401(k) is part of the U.S. package, with some mentions of an employer match. Retirement provision is consistently cited across company profiles and listings.
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Leave & Time Off Breadth — Feedback suggests paid holidays, sick leave, and PTO are part of the offering, alongside parental leave. Parental leave is also highlighted in public benefits profiles.
eClerx LLC Insights
What We Do
eClerx provides business process management, automation and analytics services to a number of Fortune 2000 enterprises, including some of the world's leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is today traded on both the Bombay and National Stock Exchanges of India. The firm employs 16,000+ people across Australia, Canada, Germany, India, Italy, Netherlands, Philippines, Singapore, Thailand, UK, and the USA.
