Customer insights Lead

Job Description - Customer Insights Lead
Location: Gurgaon
Type: Full time

About the Role

Were looking for a Customer Insights Lead who can turn real conversations with pet parents into meaningful insights that guide HUFTs product, marketing, retail, and experience strategies. This person will set up and run the Listening with Love program — building systems to capture, analyze, and champion the voice of the customer across the organization.

Key Responsibilities/What You Will Do

• Design and lead the customer insights program
• Good communication and interpersonal skills to be able to nurture relationships and hold long conversations
• Create frameworks for interviews, surveys, and feedback loops (retail, online, social, community)
• Analyze data to identify patterns, themes, and opportunity areas
• Present weekly and monthly insights to internal stakeholders
• Work closely with Marketing, Product, CX, and Retail teams to action insights
• Recruit and manage a small team (starting with 1–2 members)
• Create a culture of storytelling using customer voices
  

Qualifications & Skills/What You Need

• 5-6 years in customer research, insights roles
• Strong communicator — both with customers and internal teams
• Skilled in qualitative & quantitative feedback analysis
• Emotionally intelligent; able to build trust with pet parents
• Familiarity with tools like Google Forms, Drive, etc.
• Bonus: Experience in retail or D2C brands

You will feel right at home with us if:

• You have strong communication and collaboration skills.
• You are passionate about pets and love innovating