Data Analyst - Customer Experience

Indofast Energy · India

About INDOFAST:

INDOFAST is a 50:50 joint venture between IOCL and SUN Mobility. This joint venture will oversee network deployment, operations and business development.

At INDOFAST, we aim to make electric vehicles affordable and accessible to all. We believe electric vehicles are the future of mobility, and we strive to accelerate their adoption with our innovative battery swapping solutions. These solutions are interoperable across various vehicle platforms and form factors, making them future-proof, sustainable, and highly scalable. With our state-of-the-art Smart Batteries and a vast network of IoT-enabled Swap Points, long EV charging times, high upfront costs, and range anxiety are a thing of the past.

Through collaborations and partnerships with leading vehicle manufacturers, battery cell technology providers, fleet operators, ride-sharing players, and last-mile transport operators, we are proud to be at the forefront of the EV revolution.

News about INDOFAST: Indian Oil ties up with Sun Mobility for battery-swapping business

Role Overview

We are seeking a Data Analyst to join our Customer Experience (CX) team. In this role, you will turn customer data into insight that improves every stage of the customer journey. Partnering with support, product, and operations leaders, you will measure how customers experience our products and services, surface the drivers of satisfaction and churn, and recommend actions that make each interaction better. This is a high-impact, cross-functional role for someone who is equally comfortable writing SQL, building dashboards, and telling a clear story to non-technical stakeholders.

Key Responsibilities

• Analyze customer experience data across channels — support tickets, inbound calls, surveys (CSAT, NPS, CES), product usage, and churn — to identify trends, pain points, and opportunities.
• Build and maintain dashboards and self-service reports that track CX metrics and make them accessible to stakeholders across the business.
• Partner with support, product, and operations teams to define KPIs, set targets, and measure the impact of experience improvements.
• Conduct root-cause analysis on drivers of customer satisfaction, effort, and attrition, and translate findings into clear, actionable recommendations.
• Design and analyze A/B tests and pilots to evaluate changes to processes, messaging, and product features.
• Segment customers and journeys to uncover where experience breaks down and which cohorts are most at risk.
• Present insights to both technical and non-technical audiences, up to and including senior leadership.
• Ensure data quality, consistency, and documentation across CX data sources.

Qualifications & Experience

• 2-3+ years of experience in data analysis, business intelligence, or a similar analytical role.
• Proficiency in SQL for querying and transforming data from relational databases.
• Hands-on experience with a BI/visualization tool (e.g., Tableau, Power BI, or Looker).