PayPal VOC Insights Principal Analyst 

India, Karnataka, Bengaluru 

779332536

What you need to know about the role

Your way to impact

• Strong problem-solving skills
• Comfortable in transforming data sets into actionable insights
• Comfortable with summarizing key initiatives and facilitating product updates/readouts to senior leadership
• Strong Product and Engineering relationship management a must
• Operational Excellence (specifically in product and policy integration) experience a plus
• Excellent analytical and numerical aptitudes
• Very strong written and verbal communication skills, with the professional confidence and credibility to effectively engage and interact with senior leaders.
• Proficient is MS Excel and MS PowerPoint
• Working knowledge in relevant reporting technologies: Tableau, Looker, MicroStrategy
• Ability to drive change and lead transformation within a dynamic organization
• Detail-oriented, conscientious, thorough, and accurate
• Ability to step back and analyze at a broader level, while still being detailed oriented, conscientious, thorough, and accurate
• Ability to work independently as well as in a team, manage ambiguity, think creatively and to flex depending on changing priorities and deadlines

Your day-to-day

• Advocate for improvement to the customer experience across the product, self-help, policy and customer service experiences.
• Identify customer pain points and execute against these directly or by framing up the pain points in a manner that product partners can execute against.
• Collaborate across cross functional teams (e.g., product management, engineering, UX design,Risk, operations) toidentify opportunities to improve the customer experience
• Ensure a smooth translation ofcustomer focused initiativesinto the product roadmap.
• Partner with data analytics resources to understand cost impacts of pain points and of the business opportunities to improve.
• Leverage data to build insights about business performance throughout the customer lifecycle.
• Support the creation of business cases to ensure prioritization of the changes needed.
• Provide the story behind the key performance metrics specific to the VOC tier 1 contacts.
• Support the analysis of the solutionsimplemented e.g.,impact assessment on customer effort as well as CSefficiency.
• Frame up and communicate (written and verbal) the opportunity in a succinct manner to senior leadership teams to advocate for sponsorship and investment.

What do you need to bring

Our Benefits:

Any general requests for consideration of your skills, please