Lead - Process and Program Excellence

Company Description

Company Details

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. 

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. 

Fresh vision. Real impact. Come build it with us.

Job Description

Job Role:
Job Summary:
The Analytics Insights Lead is responsible for leveraging data to generate actionable insights that 
drive strategic business decisions. This role involves designing, managing, and implementing 
advanced analytics solutions, collaborating with cross-functional teams, and fostering a datadriven culture across the organization.

Key Responsibilities:
1. Data Analysis & Insights
o Conduct advanced analyses to identify trends, opportunities, and risks.
o Deliver actionable recommendations to improve business performance and customer 
outcomes.
o Develop predictive models and dashboards to monitor KPIs.

2. Strategic Collaboration
o Work closely with leadership to understand business goals and align analytics initiatives.
o Partner with cross-functional teams (e.g., Sales, Marketing, Operations) to translate data 
insights into strategies.
o Lead discussions to integrate insights into decision-making processes.

3. Data Management & Visualization
o Design and maintain intuitive dashboards and reports using tools like Tableau, Power BI, 
or Looker.
o Ensure data accuracy and integrity through rigorous quality checks.
o Develop storytelling frameworks to present complex data in a simple and compelling 
manner.

4. Innovation & Process Improvement
o Identify opportunities to enhance analytics capabilities with emerging tools and 
technologies.
o Streamline data pipelines and processes for improved efficiency and scalability.

Qualifications

5+ years of experience in data analytics, data science, or related roles
• Proven track record of delivering insights that drive business results.
Soft Skills:
• Strong analytical mindset with excellent problem-solving skills.
• Exceptional communication and storytelling abilities to present data-driven insights to nontechnical audiences.
• Ability to manage multiple projects, prioritize tasks, and meet deadlines

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

Experience Level

Senior Level