Overview

Job Details

• Job Title: Customer Experience Analyst
• Job Type: Full-time
• Location: Bengaluru, Karnataka
• Benefits:
  • Health Insurance
  • Internet Reimbursement

About Granicus

Granicus is the global leader in customer engagement and experience technology for the public sector. With cloud-based solutions for communications, government website design, meeting and agenda management, records management, and digital services, we empower stronger relationships between governments and residents across the U.S., U.K., Australia, Latin America, New Zealand, and Canada.

Our solutions power nearly 30 billion digital interactions annually, connecting 500,000+ government professionals with 300 million opt-in subscribers. By simplifying interactions and communicating critical information, Granicus helps governments engage communities, enhance services, and build trust.

Government Experience Cloud Services

At Granicus, we understand that public interest technology isn't one-size-fits-all. That's why we developed the Government Experience Cloud—a platform designed to improve internal operations, community engagement, and resident services. Alongside our expert experience design agency, efficient implementation practices, and data-driven insights, we drive meaningful change worldwide.

About the Role: Customer Experience Analyst

The Customer Experience Analyst is a key role in GovTech transformation. This role is responsible for analyzing data, providing insights, and developing materials to measure customer success outcomes within the Government Experience Cloud.

Key Responsibilities:

• Data Analysis & Insights

  • Mine, analyze, and synthesize data sources using various tools.
  • Interpret quantitative and qualitative data to provide clear and actionable insights.
  • Perform campaign data analysis to measure ROI and future strategy development.
  • Create dashboards, reports, and visualizations using Salesforce, PowerBI, Quicksight, and Granicus proprietary tools.

• Customer Support & Reporting

  • Assist in managing business intelligence and data insights for a portfolio of clients.
  • Provide insights to Experience Partners and Customer Success Consultants to enhance customer usage and improve experience.
  • Compile customer-facing presentations for quarterly business reviews, benchmarking, and custom requests.

• Process Optimization & Strategy

  • Research and stay updated on public sector trends and relevant client topics.
  • Contribute to streamlining internal workflows and increasing team efficiency.
  • Drive process improvements based on data insights and benchmarks.

• Performance & Target Achievement

  • Regularly achieve weekly, monthly, and quarterly targets for SLA response time, reporting, and customer reviews.
  • Ensure adherence to Granicus best practices and quality standards.

What You Bring to the Role

• 1+ years of experience in a related field (e.g., marketing/sales, market research, business analytics, strategic planning).
• Proficiency in quantitative research, statistical analysis, and report building.
• Experience using Salesforce, PowerBI, Quicksight for data analysis.
• Strong presentation and executive-level reporting skills.
• Ability to analyze data to improve internal processes and operational excellence.
• Knowledge of civic-management and citizen-engagement tools is a plus.
• Strong prioritization skills and the ability to work independently.
• Adaptability and flexibility in a remote work environment.
• Passion for diversity, inclusion, and collaboration.

The Granicus Team & Culture

We are a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

What We Value:

• Employee Resource Groups to encourage diverse voices.
• Coffee with Mark Sessions – Open discussions with our CEO on mental health, work-life balance, and current affairs.
• Fostering a culture of ideation, collaboration, and meritocracy.
• Guest speakers & thought leadership discussions.

Why Work at Granicus?

Granicus is transforming the GovTech industry by bridging governments and constituents through technology.

Our Achievements:

• Featured on the GovTech 100 list for 5+ consecutive years.
• Recognized as one of BuiltIn’s Best Companies to Work For.
• Over 25 years of industry leadership serving 5,500+ government agencies.
• Powering an unmatched Subscriber Network of 300+ million citizens.

Our Hiring Process

1. Assessment – Take a short skills assessment.
2. Phone Screen – Chat with our recruiter to see if there’s a fit.
3. Hiring Manager/Panel Interview – Meet with the hiring manager & team.
4. Reference Checks – Provide two references.
5. Verbal Offer – Discuss compensation, benefits, and culture.
6. Written Offer – Sign the formal offer and get excited! ????

Benefits at Granicus India

We offer a comprehensive benefits package, including:
✅ Hospitalization Insurance covering employees & family (including parents)
✅ Personal Accident & Term Life Insurance
✅ Annual Health Check Facility
✅ Reimbursement for Telephone & Internet Expenses
✅ Wellness Allowance for health club memberships & fitness centers
✅ Wellbeing Wednesdays – 1 global Unplug Day and 2 No Meeting Days every quarter
✅ Mental Health Support – Meditation & mindfulness apps, 24/7 mental health access
✅ Professional Growth – Access to LinkedIn Learning Premium & other training resources
✅ Rewards & Recognition Program – Quarterly awards for top performers

Security & Privacy Commitments

At Granicus, we take security and privacy seriously:

• Employees must preserve the confidentiality, integrity, and availability of information.
• Commitment to data privacy compliance for employees and customers.
• Required participation in privacy training programs.

Equal Opportunity Employer

Granicus is committed to diversity and inclusion. We consider all applicants for employment regardless of:

• Race, color, religion, national origin
• Gender identity, sexual orientation
• Physical or mental disability
• Age, marital status, veteran status, or any other status protected by law

???? Excited to Join Granicus? Apply Now! ????