Lead - UX Research / Analytics (Customer Experience,App/Web)
at Technology Industry
Google Analytics
Data AnalyticsReview Criteria
- Strong Lead – User Research & Analyst profile (behavioural/user/product/ux analytics)
- 10+ years of experience in Behavioral Data Analytics, User Research, or Product Insights, driving data-informed decision-making for B2C digital products (web and app).
- 6 months+ experience in analyzing user journeys, clickstream, and behavioral data using tools such as Google Analytics, Mixpanel, CleverTap, Firebase, or Amplitude.
- Experience in leading cross-functional user research and analytics initiatives in collaboration with Product, Design, Engineering, and Business teams to translate behavioral insights into actionable strategies.
- Strong expertise in A/B testing and experimentation, including hypothesis design, execution, statistical validation, and impact interpretation.
- Ability to identify behavioral patterns, funnel drop-offs, engagement trends, and user journey anomalies using large datasets and mixed-method analysis.
- Hands-on proficiency in SQL, Excel, and data visualization/storytelling tools such as Tableau, Power BI, or Looker for executive reporting and dashboard creation.
- Deep understanding of UX principles, customer journey mapping, and product experience design, with experience integrating qualitative and quantitative insights.
Preferred
- Ability to build insightful dashboards and executive reports highlighting user engagement, retention, and behavioral metrics; familiarity with mixed-method research, AI-assisted insight tools (Dovetail, EnjoyHQ, Qualtrics, UserZoom), and mentoring junior researchers
Job Specific Criteria
- CV Attachment is mandatory
- We have an alternate Saturday’s working. Are you comfortable to WFH on 1st and 4th Saturday?
Role & Responsibilities
Product Conceptualization & UX Strategy Development:
- Conceptualize customer experience strategies
- Collaborate with product managers to conceptualize new products & align UX with product roadmaps.
- Develop and implement UX strategies that align with business objectives.
- Stay up-to-date with industry trends and best practices in UX & UI for AI.
- Assist in defining product requirements and features.
- Use data analytics to inform product strategy and prioritize features.
- Ensure product alignment with customer needs and business goals.Develop platform blueprints that include a features and functionalities map, ecosystem map, and information architecture.
- Create wireframes, prototypes, and mock-ups using tools like Figma
- Conduct usability testing and iterate designs based on feedback
- Employ tools like X-Mind for brainstorming and mind mapping
Customer Journey Analysis:
- Understand and map out customer journeys and scenarios.
- Identify pain points and opportunities for improvement.
- Develop customer personas and empathy maps.
Cross-Functional Collaboration:
- Work closely with internal units such as UX Research, Design, UX Content, and UX QA to ensure seamless delivery of CX initiatives.
- Coordinate with development teams to ensure UX designs are implemented accurately.
Data Analytics and Tools:
- Utilize clickstream and analytics tools like Google Analytics, CleverTap, and Medallia to gather and analyse user data.
- Leverage data to drive decisions and optimize customer experiences.
- Strong background in data analytics, including proficiency in interpreting complex datasets to inform UX decisions.
Ideal Candidate
- Bachelor’s or Master’s degree in a relevant field (e.g., UX Design, Human-Computer Interaction, Computer Science, Marketing).
- 5+ years of experience in CX/UX roles, preferably in a B2C environment.
- Proficiency in analytics tools (Google Analytics, CleverTap, Medallia, Hotjar, etc).
- Strong understanding of wireframing and prototyping tools (Figma, XMind, etc).
- Excellent communication and collaboration skills.
- Proven experience in managing cross-functional teams and projects.
- Strong background in data analytics and data-driven decision-making.
- Expert understanding of user experience and user-centered design approaches
- Detail-orientation with experience and will to continuously learn, adapt and evolve
- Creating and measuring the success and impact of your CX designs
- Knowledge of testing tools like Maze, UsabiltyHub, UserZoom would be a plus
- Experienced in designing responsive websites as well as mobile apps
- Understanding of iOS and Android design guidelines
- Passion for great customer-focus design, purposeful aesthetic sense and generating simple solutions to complex problems.
- Excellent communication skills to be able to present their work and ideas to the leadership team.
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