Product Analyst - Service

This role is for one of Weekday’s clients
Salary range: Rs 2400000 - Rs 2600000 (ie INR 24 - 26 LPA)

Min Experience: 7+ years
Location: Hyderabad
JobType: full-time

We are seeking an experienced Product Analyst – Service to support customer-facing and internal product initiatives across CRM, digital experiences, and automotive service operations. This role will work closely with Product Managers, Engineering, Design, and Operations to translate complex business and customer needs into clear requirements, actionable plans, and successful product outcomes.

The ideal candidate combines strong Product Analysis and Salesforce CRM expertise with an understanding of service operations and customer journeys. You should enjoy solving ambiguity, connecting systems, and helping cross-functional teams deliver effective solutions quickly.

Key Responsibilities

Product & Delivery Execution

• Partner with Product Managers to translate product strategy into PRDs, user stories, acceptance criteria, and functional requirements.
• Support backlog refinement, sprint planning, prioritization, and dependency management within an Agile environment.
• Clarify scope, business requirements, constraints, and success metrics to enable efficient execution.
• Collaborate with cross-functional teams to ensure requirements are clear, complete, and implementation-ready.

Customer Experience & Service Journeys

• Map and analyze end-to-end customer journeys across digital sales, ownership, and automotive service experiences.
• Support initiatives involving:
• Service scheduling and appointment management
• Repair order lifecycle and status tracking
• Roadside assistance
• Service communications
• Customer notifications through calls, SMS, email, and digital channels
• Identify customer and operational pain points using journey mapping, feedback, data, and service insights.
• Translate service operations requirements into practical product and system improvements.

Salesforce CRM & Systems Enablement

• Support initiatives across Salesforce CRM, including Sales, Service Cloud, Revenue Cloud/CPQ, and related platforms.
• Analyze existing workflows, configurations, processes, and data models to identify opportunities for improvement.
• Work with engineers, Salesforce administrators, vendors, and business stakeholders to deliver scalable solutions.
• Coordinate integration requirements across CRM, digital platforms, ERP, inventory, contact center, and service systems.

Data, Testing & Insights

• Define and monitor KPIs related to customer experience, service performance, and operational effectiveness.
• Support UAT planning, test case development, execution, and issue tracking.
• Validate solutions against real-world business and service requirements.
• Develop dashboards, reports, and analytical artifacts to provide actionable insights to product and operations leadership.

Modern Product Practices

• Use AI-powered tools to accelerate requirements analysis, discovery, prototyping, documentation, and iteration.
• Create journey maps, process flows, diagrams, wireframes, and lightweight prototypes to align stakeholders.
• Maintain a practical, outcome-focused approach that emphasizes speed, clarity, and continuous improvement.

Required Qualifications

• 7–9 years of experience as a Product Analyst, Business Analyst, or similar role supporting digital products, CRM platforms, or enterprise systems.
• Strong hands-on experience with Salesforce CRM.
• Experience with Salesforce Service Cloud or similar service-management platforms is highly desirable.
• Proven ability to develop clear and structured requirements, user stories, and acceptance criteria.
• Strong analytical, problem-solving, and communication skills.
• Ability to translate complex business and technical concepts for diverse stakeholders.
• Experience managing multiple initiatives and workstreams in a fast-paced Agile environment.

Preferred Experience

• Direct experience with automotive Fixed Operations (Fixed Ops) or automotive service environments.
• Understanding of service scheduling, repair orders, technician workflows, dealer/OEM operations, parts, warranty, and customer care systems.
• Experience with customer-facing web applications or digital commerce products.
• Familiarity with integrations across CRM, ERP, inventory, POS, and contact-center platforms.
• Experience with Jira, Confluence, Figma, Lucidchart, or similar tools.
• Salesforce certifications such as Administrator, CPQ, or Revenue Cloud.
• Strong visual thinking and experience with process mapping, journey mapping, and prototyping.

What Success Looks Like

• Converting complex service workflows into clear, actionable product requirements.
• Helping product and engineering teams deliver solutions efficiently without unnecessary process.
• Balancing customer experience, operational requirements, and technical feasibility.
• Building strong collaboration across Product, Engineering, Design, and Operations.
• Using modern technologies and AI-enabled tools to accelerate discovery and product delivery.