Customer Experience Executive​/Analyst

Position: Customer Experience Executive/ Analyst
Adfactors PR is Hiring!! Excited!  || Role:  Customer Experience Executive/ Analyst

Location:

Delhi

About the Role
Join a fast-growing AI-led platform within one of India’s most established communications firms. This role sits at the intersection of  client success, analytics, and product adoption , where you will drive engagement, deliver impactful trainings, and act as the voice of the user within the organization.
You’ll work closely with diverse teams across industries, helping them unlock the full value of a cutting-edge  Generative AI-powered media intelligence platform .

Key Responsibilities
1. Training & Enablement
Deliver engaging training sessions and workshops for users across teams and locations
Simplify complex product features into easy-to-understand use cases
Confidently lead group sessions with strong presentation and facilitation skills
Adapt training style based on audience (junior teams to senior stakeholders)

2. User Analytics & Adoption
Track and analyze platform usage to derive actionable insights
Monitor key KPIs such as:
Active users
Reports/dossiers generated
Feature adoption (e.g., Excel downloads, search usage)
Recommend and execute strategies to improve engagement and drive adoption

3. Relationship Management
Build and manage relationships with users across SBUs and geographies
Act as the first point of contact for user queries, feedback, and issue resolution
Proactively gather insights on user sentiment and platform perception
Ensure users feel heard by closing the feedback loop with actionable improvements

4. Decision-Making & Issue Management
Handle platform-related issues with speed, clarity, and ownership
Communicate effectively during disruptions-sharing relevant updates without overloading users
Coordinate with product and tech teams to ensure timely resolution
Manage user expectations, especially in high-pressure or unrealistic request scenarios

5. Communication & Stakeholder Alignment
Drive consistent and structured communication via emails, dashboards, and internal updates
Tailor communication based on audience (e.g., Pharma, BFSI, IPO teams)
Translate user needs into actionable inputs for tech/product teams
Ensure alignment between user expectations and product roadmap priorities

6. Research & Current Affairs Awareness
Stay updated on key developments across industries (BFSI, Pharma, Automotive, etc.)
Leverage current affairs and trends to recommend relevant platform use cases
Conduct keyword and query research for effective media/social listening
Optimize search strategies based on platform capabilities and limitations

7. Reliability & Ownership
Demonstrate high accountability in managing user requests across timelines
Be dependable in handling urgent or off-hour requests when required
Ensure continuity by coordinating with team members when unavailable
Take ownership of tasks end-to-end with a problem-solving mindset

What We’re Looking For
1-3 years of experience in Customer Success, Client Servicing, Training, or similar roles
Strong communication skills (preferred: bilingual proficiency)
High confidence in public speaking and group facilitation
Analytical mindset with proficiency in MS Excel and data interpretation
Comfort with technology; exposure to  AI tools / Generative AI  is a strong plus
Ability to multitask, prioritize, and make quick, effective decisions
Strong interpersonal skills with a user-first approach

Why Join Us
Work at the intersection of  AI, media intelligence, and client experience
Exposure to 400+ clients across industries
Fast-paced learning in a high-impact, high-visibility role
Opportunity to shape product adoption and user experience at scale

Interested candidates can reach out to me at p