Payel Saha

Data Analyst with 2+ years of experience in product analytics, KPI reporting, dashboard development, and business insights across consumer-tech environments. Skilled in SQL, Python, BigQuery, and BI tools for analyzing user behavior, measuring product performance, conducting retention and cohort analysis, and enabling data-driven decision making. Experienced in collaborating with product, business, and operations stakeholders to solve business problems using data.

Data Analyst - Product & Ops at NXTWAVE (2024-01 – Present)

• Conducted activation and retention analysis for 60K users using funnel segmentation and survival analysis, lifting activation conversion by +11pp.
• Designed a retention-risk scoring framework for active users using engagement,in-app timespent and payment signals, cutting churn detection from 30 to 7 days and reducing payment churn by 37%.
• Reduced payment defaults by ~12% across cohorts by diagnosing early engagement friction through user behaviourfunnel, and content quality segmentation.
• Developed and managed end-to-end analytics and reporting, interactive dashboards in Looker Studio, HexAI and Metabase for AI-assisted product,retention, funnels and feature impact, with discrepancy dashboards for data quality monitoring.
• Built foundational analytics data models in BigQuery using dbt and version-controlled workflows.

Program Manager - CX ops at THINK AND LEARN (2017-01 – 2024-12)

• Defined and tracked customer success KPIs (activation rate, SLA adherence, FTR, CSAT,AHT, Shrinkage) for a 1M+ user base, building weekly review dashboards in Excel to monitor team performance against targets.
• Developed onboarding workflows, SOPs, and operational reporting structures that reduced onboarding turnaround time by ~20% and improved process consistency.
• Built a performance control tower consolidating call metrics, ticket resolution, and retention signals driving resource allocation and follow-up prioritization,helping reduce repeat escalations by ~15%.
• Supported performance tracking, operational reporting, and issue resolution coordination across support and business teams.

B.Tech – Bengal College of Engineering (2017-01)