Summary
Overview
Work History
Education
Skills
Interests
Timeline
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SUSHANT LAXMYNARAYANAN

Customer Research And Insights
Brentford,Middlesex

Summary

Experienced market research professional with 8+ years of delivering data-driven insights and managing end-to-end research projects. Skilled in quantitative and qualitative analysis, client management, and translating data into actionable recommendations. Adept at optimizing methodologies, mentoring teams, and collaborating cross-functionally to drive business growth.

Overview

13
13
years of professional experience
6
6
years of post-secondary education

Work History

Customer Research Analyst

Sage Homes
London, England
02.2024 - 02.2025
  • Served as an independent voice of the customer, ensuring insights and learnings were objectively presented and embedded within the business.
  • Collaborated with operations and CX teams to embed customer feedback into service improvements and onboarding journeys.
  • Maintained strong relationships with internal colleagues and work collaboratively to ensure action plans and key decisions are underpinned by customer insight.
  • Managed insight studies with partner agencies ensuring research objectives are clearly answered and outputs are delivered to a high standard.
  • Led in-house research projects (adhoc and trackers) end-to-end using Qualtrics and translating the customer feedback and data into reports and presentations that deliver valuable timely customer feedback.
  • Implemented feedback procedures, improving customer experience levels.
  • Used Microsoft Dynamics 365 CRM to manage customer data, track interactions, and support the integration of feedback into customer experience initiatives.
  • Proactively used tools and services such as data visualisation and dashboards to facilitate data democratization across the business.
  • Supported the business to achieve and surpass customer experience targets.
  • Presented research findings to executive teams, aiding strategy formulation.

Customer Research & Insight Analyst

IAG Cargo
London, England
06.2023 - 12.2023
  • Led the delivery of a series of on-going & ad-hoc research and market analysis projects to provide key customer, operational and competitor insights.
  • Partnered with the Senior Management / Cargo Executive Team to influence the achievement of key customer related KPIs.
  • Led the analysis of monthly data results including Net Promoter Score, Overall Satisfaction & Customer Effort to ensure high quality reporting to the business. Summarised information in tabular, graphical and report format.
  • Consolidated a broad range of data, namely customer, operational, employee, benchmark results, in the development and implementation of IAG Cargo's customer strategy to 'keep the world's cargo moving, delivering reliable service fast.
  • Contributed to customer journey mapping initiatives and monitored KPIs and operational SLAs.
  • Ensured all data sources are integrated effectively, and the results are presented in an engaging way.
  • Analysed complex data sets and studied impacts on business growth and operational efficiency.
  • Supported the Customer Experience Team with a culture of continuous improvement in analysis & customer research techniques that should be embedded in all areas of the business.
  • Promoted and implemented changes by utilizing strong cross functional working relationships within IAG Cargo.

Senior Research Analyst

BARC India
Mumbai, Maharashtra
01.2019 - 10.2021
  • Conducted detailed weekly analysis of viewership data across genres, channels, and regions, delivering insights on audience behavior, content performance, and market dynamics.
  • Regularly updated stakeholder-facing presentations with precise, data-driven findings to support programming and marketing strategies.
  • Monitored audience behavior trends influenced by both TV and non-TV factors (e.g., digital events, seasonal fluctuations, competitor actions), enabling predictive insights for scheduling and content decisions.
  • Maintained a real-time understanding of all programming changes—including storyline developments, anchor replacements, and scheduling shifts—and evaluated their impact on ratings.
  • Responded to client and internal stakeholder queries with detailed insights and tailored reporting, working closely with the communications team to support content positioning and messaging.
  • Led and managed additional research projects alongside core reporting duties, including competitive benchmarking, audience segmentation, and format testing.
  • Collaborated cross-functionally with operations, engineering, and DevOps teams, raising JIRA tickets for technical resolutions and ensuring smooth data pipeline functionality and reporting continuity.
  • Ensured quality control and adherence to internal SLAs, regularly validating data integrity and timeliness of deliverables to meet high stakeholder expectations.
  • Played a key role in refining internal reporting processes, automating routine tasks, and streamlining workflows for greater efficiency in recurring analysis and delivery cycles.

Senior Research Associate

RSB Insights & Analytics Pvt. Ltd
Mumbai, Maharashtra
06.2017 - 01.2019
  • Led complete ownership of projects by delivering and supporting debriefs.
  • Managed the smooth day-to-day running of quantitative ad hoc projects and continuous programmes across some of the biggest accounts, ensuring the delivery of impactful, insightful, and actionable research.
  • Maintained strong client relationships further developing client servicing skills.
  • Responsible for coordinating and overseeing various project aspects.
  • Drafted questionnaires developed and checked scripts, code-frames, table specifications, data, and outputs. Also developed presentations and reports, identifying insights and stories in the data to make sound recommendations for clients.
  • Maintained regular contact with clients, with support from the senior team, to develop a detailed understanding of their needs and strategy.
  • Coordinated cross-departmental projects, ensuring cohesive approach to research objectives.
  • Worked alongside internal operations teams to obtain the best data for clients, providing clear specifications and instructions and ensuring these were met.
  • Collaborated closely with senior team members to find the story in the data and ensure that the deliverables produced for clients (reports, workshops, and presentations) had an impact.
  • Tracked project budgets and suggested ways to drive efficiencies.
  • Supervised and provided guidance to new recruits and interns working on projects.

Customer Service Coordinator

Hapag Lloyd Global Services
12.2011 - 06.2014
  • Managed the flow of shipping instructions and manifesting bills of lading for US Southeast.
  • Ensuring the TAT (Turn Around Time) shipments are manifested on a priority basis.
  • Solving customer queries via email in case of any miss out from customers.
  • Mentored trainees on and trained them on various SOP's.
  • Provided suggestions and collaborated on solutions to team leader when team hurdle meet is conducted on areas of improvement.
  • Assisted the Gulf teams with documentation when shipment volumes were high.

Education

Master of Science - Marketing Analytics

University of Stirling
Stirling, STG
01.2022 - 01.2023

MBA - Marketing Management

University of Mumbai
Mumbai, Maharashtra
01.2015 - 01.2017

Bachelor of Commerce - Accounts & Economics

VG Vaze College of Arts, Science & Commerce
Mumbai
01.2008 - 01.2011

Skills

Research & Analysis

Stakeholder & Project Management

Data Analysis & Visualization

Software Proficiency

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Interests

Community Service
Yoga and Wellness
Reading
Gaming

Timeline

Customer Research Analyst

Sage Homes
02.2024 - 02.2025

Customer Research & Insight Analyst

IAG Cargo
06.2023 - 12.2023

Master of Science - Marketing Analytics

University of Stirling
01.2022 - 01.2023

Senior Research Analyst

BARC India
01.2019 - 10.2021

Senior Research Associate

RSB Insights & Analytics Pvt. Ltd
06.2017 - 01.2019

MBA - Marketing Management

University of Mumbai
01.2015 - 01.2017

Customer Service Coordinator

Hapag Lloyd Global Services
12.2011 - 06.2014

Bachelor of Commerce - Accounts & Economics

VG Vaze College of Arts, Science & Commerce
01.2008 - 01.2011

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SUSHANT LAXMYNARAYANANCustomer Research And Insights