Senior Product Analyst

About Us:

At Tech Mahindra (Tech Mahindra | Connected World, Connected Experiences), we live the philosophy of connected world and connected experiences. We thrive on change that is powered by the intelligent symphony of technology and humans designing meaningful and sustainable experiences. Consumer ‘experiences’ are driving and disrupting industries like never before. Businesses must build seamless yet simple enterprises that collaborate, synergize, and drive the change. Change that connects us all and empowers us to deliver experiences that span across the digital, the physical, the convergent, and everything in between. That’s when truly connected experiences manifest.

Extraordinary is when experiences come together – a continuous convergence of digital technologies, touchpoints, and most importantly people. It’s time to reimagine, reinvent, and revolutionize business models & operations as well as to transform enterprises into living, breathing, and connected businesses. We are the Digital Change makers who strive to change the way the world, communities, businesses, and humans interact digitally. We are harnessing the power of change, brought in by technologies, that makes it the most exciting time to be alive in the human history. Our universe, as we build it, disrupt it, and redesign it, is powering the digital change.

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and the Society to Rise. It has 150,000 professionals working for 1000 Global Customers (including Fortune 500 companies) in 90 Countries. We’re part of the esteemed Mahindra group, headquartered in India. Under a new CEO, Tech Mahindra is committed to a transformative journey with 'Scale @ Speed' as our guiding principle.

Role Summary:

The Senior Product Analyst is responsible for measuring and analyzing how effectively customer service tools and AI-driven automation features support both agents and customers. This role combines analytical rigor with a product mindset. The scope includes evaluating the productivity impact of existing systems, quantifying the value of new features, and identifying opportunities to enhance speed, quality, and automation through data-driven insights.

You’ll work cross-functionally with Product, BPR and technical teams (AI/LLM & dev teams) to translate raw data into clear business recommendations that improve customer experiences and reduce handling effort across human and automated interactions. Partner with Product Managers to scope solutions, refine backlogs, and align dependencies across Contact Center and digital platforms.

Key Responsibilities:

• Measure the efficiency and effectiveness of customer and internal facing enterprise tools (Chat, telephony, workflow and AI/LLM systems).
• Develop and maintain dashboards and performance models tracking key metrics targeted for improvement such as handle time, automation rate, accuracy, and customer satisfaction.
• Evaluate the ROI and adoption of new features, quantifying value through productivity improvements, cost savings, or customer impact.
• Influence the product roadmap through data driven insights
• Partner with engineering and AI teams to analyze LLM bot interactions, comparing outcomes against human agent performance (speed, resolution quality, escalation rates).
• Identify bottlenecks and propose data-backed recommendations to improve tool usability, automation coverage, and integration efficiency.
• Translate insights into clear narratives and presentations for leadership, highlighting business impact and next-step recommendations

Required Skills & Qualifications:

• Analytical Expertise: Excellent SQL skills (Snowflake environment would be a plus) and experience in data visualization tools (Tableau preferred)
• Experimentation & Measurement: Knowledge of A/B testing, causal inference, and performance benchmarking.
• Product & Process Understanding: Familiarity with contact-center workflows, CRM/ticketing tools (Salesforce, Genesys, etc.), and LLM-driven automation systems.
• Statistical & ML Awareness: Understanding of accuracy metrics, confusion matrices, and model performance trade-offs when comparing human vs. AI output.
• Business Acumen: Ability to translate complex data into clear business stories that drive action.
• Collaboration & Communication: Strong cross-functional skills; able to partner with engineers, data scientists, and operations teams effectively.
• Preferred Tools: SQL, Python (for data analysis), Tableau (visualization)

Preferred Background:

• 6-10 years of experience in analytics, product operations, or data-driven process improvement.
• Experience working in e-commerce, customer service, automation, or LLM-based platforms.
• Exposure to contact center analytics, AI evaluation, or operational excellence functions.

The pay range for this role is $100,000- $130,000 per annum including any bonuses or variable pay. Tech Mahindra also offers benefits like medical, vision, dental, life, disability insurance and paid time off (including holidays, parental leave, and sick leave, as required by law). Ask our recruiters for more details on our Benefits package. The exact offer terms will depend on the skill level, educational qualifications, experience and location of the candidate.

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin, or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at ADA_Accomodations@TechMahindra.com.