Associate, CX Strategy & Operations

About the RoleWe are looking for a highly analytical and execution-oriented Customer Experience Associate to join our Strategy & Operations team. In this role, you will work at the intersection of data, AI, operations, and customer success to improve how customers experience our products and services.You will partner closely with Customer Success Managers, Product, Services, Support, and cross-functional teams to identify customer friction points, uncover insights from data, build AI-driven operational workflows, and execute strategic initiatives that improve customer health, adoption, retention, and overall experience.This role is ideal for someone who enjoys solving complex operational problems using data, automation, and AI while driving cross-functional initiatives from concept to execution.What You'll DoAnalyze customer, product, and operational data to identify trends, risks, and opportunities that improve customer experience.Build dashboards, models, and reporting frameworks to monitor customer health, engagement, adoption, and business outcomes.Develop AI-driven systems and workflows that automate repetitive processes, surface actionable insights, and enable proactive customer interventions.Design predictive models to identify churn risk and recommend targeted retention strategies.Lead cross-functional projects involving Customer Success, Product, Services, Support, and Operations teams.Work closely with Customer Success Managers to understand customer pain points and translate them into scalable operational improvements.Collaborate with Product teams to prioritize customer experience enhancements backed by quantitative insights.Measure the impact of strategic initiatives using data and continuously optimize customer-facing processes.Establish operating cadences, KPIs, and governance mechanisms that improve execution and customer outcomes.What We're Looking ForRequired QualificationsBachelor's degree in Engineering from a premier institution (IIT preferred).2–4 years of professional experience in Strategy, Operations, Consulting, Analytics, Customer Success Operations, or a related role.Strong analytical skills with the ability to work with large datasets and derive actionable insights.Experience using Excel, or BI tools Demonstrated experience working in cross-functional projects from planning through execution.Excellent problem-solving and structured thinking abilities.Strong communication and stakeholder management skills.Comfortable working in fast-paced, ambiguous environments.Preferred QualificationsExperience building AI-powered workflows or using Generative AI to automate business processes.Familiarity with customer lifecycle metrics such as adoption, retention, health scores, NPS, CSAT, and churn.Exposure to predictive analytics or machine learning models for customer behavior analysis.Experience working closely with Customer Success, Product Management, or SaaS organizations.