MIS_Data_Insights

About PhonePe Group: 

PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.

Culture

At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right  environment for you is just one of the things we do. We empower people and trust them to do the right  thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a  big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of  the best minds in the country and executing on your dreams with purpose and speed, join us!

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Role Overview

As a Data Insights Analyst specializing in Customer Experience (CX), you will play a key role in transforming raw data into powerful insights that drive customer engagement and business growth. This role places strong emphasis on Power BI expertise and your ability to craft and “sell” data-driven stories to influence strategic decisions. You will work cross-functionally to identify trends, develop customer-centric strategies, and shape the customer journey with data as your guide.

Key Responsibilities

• Data Analysis & Customer Insights
  
  
• Collect, process, and analyze large datasets from customer interactions, surveys, and behavior logs.
  
  
• Identify patterns, trends, and opportunities to improve customer satisfaction, reduce churn, and enhance overall experience.
  
  
• Collaborate with the CX team and other departments to influence and optimize the customer journey.
  
  
• Power BI Development & Reporting
  
  
• Design, build, and maintain interactive Power BI dashboards that deliver real-time insights and support CX decision-making.
  
  
• Connect to and model data from multiple sources (e.g., SQL, APIs, Excel) to create scalable, robust analytical solutions.
  
  
• Utilize advanced Power BI features: DAX calculations, data modeling, Power Query, bookmarks, drill-through, custom visuals, and mobile optimization.
  
  
• Implement row-level security (RLS), dataflows, and scheduled refreshes to manage data governance and access control.
  
  
• Storytelling & Data Selling
  
  
• Craft and present compelling narratives based on insights—translating complex data into clear, engaging stories that influence non-technical stakeholders.
  
  
• Clearly communicate the “why” behind the numbers and sell insights to drive strategic initiatives and customer-focused improvements.
  
  
• Predictive & Strategic Analysis
  
  
• Use predictive analytics and statistical models to forecast customer behavior, identify risk signals, and uncover growth opportunities.
  
  
• Track key performance indicators (KPIs) related to customer experience, and monitor the impact of implemented strategies.
  
  
• Cross-functional Collaboration
  
  
• Partner with product, marketing, and customer support teams to provide a unified, data-informed perspective on customer experience.
  
  
• Promote a culture of data literacy and insight-driven decision-making across the organization.
  
  
• Continuous Improvement
  
  
• Stay up to date with emerging trends in analytics, CX strategy, and Power BI best practices.
  
  
• Recommend process improvements and tools to enhance data collection, visualization, and interpretation.
  
  

Qualifications

• Bachelor’s degree in Data Science, Statistics, Business Analytics, or a related field (Master’s preferred).
  
  
• Proven experience as a Data Analyst in a CX, marketing, or customer strategy environment.
  
  
• Advanced Power BI skills:
  
  
• Power Query, data modeling (star/snowflake schema)
  
  
• DAX formulas and calculated measures
  
  
• Power BI Service (workspaces, apps, dataflows)
  
  
• Row-Level Security (RLS), scheduled refresh, and performance tuning
  
  
• Proficient in SQL, and working knowledge of Python or R is a plus.
  
  
• Demonstrated ability to translate data into actionable insights and sell insights through strong storytelling and visualization.
  
  
• Strong understanding of CX metrics and methodologies (e.g., NPS, CSAT, CES).
  
  
• Excellent communication and stakeholder engagement skills.
  
  
• Self-motivated, curious, and able to thrive in a fast-paced, collaborative environment.

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

• Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
• Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
• Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
• Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
• Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment 
• Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy

Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog.

Life at PhonePe

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