Analyst- AI Adoption

Role Name: Analyst – AI Project Desk

At Kapture CX, we are looking for an Analyst – AI Project Desk in our GTM > Customer Success and Growth team.

Who are we?

Kapture CX is a leading SaaS platform that helps enterprises automate and elevate customer experience through intelligent, AI-powered solutions. We partner with enterprises across industries to bring scalable automation and insight-driven efficiencies to their CX operations.

Over a thousand clients across 18 countries have used Kapture’s products to enhance their customer experience, including Unilever, Reliance, Coca-Cola, Bigbasket, Meesho, Airtel Payments Bank and Cathay Pacific. Kapture delivers industry-specific solutions powered by AI, tailored workflows, and seamless automation.

Kapture CX is headquartered in Bangalore and we have offices in Mumbai and Delhi/NCR in India, in addition to offices in the USA, UAE, Singapore, Philippines and Indonesia.

What is this role all about?

You’ll be the data and insights backbone of Kapture’s AI Project Desk, helping track how AI solutions perform after deployment across customer accounts. You’ll turn account-level data into actionable insights—helping identify adoption gaps, measure business outcomes, spot risks, and uncover opportunities to scale AI solutions.

This is a high-ownership role where you’ll work closely with Delivery, Product, and Account teams to build visibility into AI adoption and help turn pilots into successful, scalable deployments.

Sounds interesting?

Here’s a more detailed description of what you will do in this role:

● You’ll maintain and update the AI Adoption & ROI Tracker, ensuring accurate visibility into AI product usage, adoption, performance, and business outcomes across customer accounts.

● You’ll analyse account-level data to identify adoption gaps, performance trends, risks, and accounts that are stuck at the Pilot or early Adoption stage.

● You’ll build dashboards, reports, QBR inputs, customer adoption reviews, and ROI reports that help Account and AI Project Desk teams make informed decisions.

● You’ll track AI deployments across the Pilot → Adoption → Scale → Expansion journey and work with Account and Delivery teams to collect and maintain relevant customer and performance data.

● You’ll identify patterns across accounts and use cases, contribute to case studies and benchmarks, and generate reusable insights that can improve AI adoption and scalability.

This is a Bangalore-based role. We work five days a week from the office, as we believe in-person interactions fuel innovation and agility.

What does success look like in this role?

You’ll create reliable visibility into AI adoption and performance across customer accounts, identify gaps and risks early, and provide actionable insights that help improve customer outcomes. You’ll also help build the data foundation required to convert AI pilots into scaled and repeatable use cases.

What would make you a good fit for this role?

Here are the basic requirements:

● You have strong analytical and problem-solving skills, with the ability to work with large datasets and identify meaningful trends.

● You’re comfortable working with Excel / Google Sheets and dashboards to track, analyse, and present business metrics.

● You have strong attention to detail and take ownership of maintaining accurate data and documentation.

● You can work effectively in a fast-paced, cross-functional environment and collaborate with Delivery, Product, and Account teams.

What are the most critical skills for this role?

● You can analyse account-level data and translate numbers into clear insights, risks, and actionable recommendations.

● You can build and maintain dashboards, trackers, and reports that provide clear visibility into customer and business performance.

● You have strong communication and stakeholder management skills, with the ability to present insights clearly to internal teams and clients.

● You can approach ambiguous problems logically, identify root causes, and recommend practical actions to improve AI adoption and outcomes.

You will have an advantage if you:

● You have experience working with AI, SaaS, customer success, customer experience, or product adoption.

● You have experience tracking customer usage, adoption, ROI, business outcomes, or product performance.

● You have experience with tools such as SQL, Power BI, Tableau, Looker, or similar analytics and BI platforms.

● You have experience preparing QBRs, customer reviews, case studies, benchmarks, or ROI reports.

Why should you be interested?

Here’s what you will gain from this role:

● You’ll work at the intersection of AI, SaaS, analytics, and customer outcomes, gaining exposure to how enterprise AI solutions are adopted and scaled.

● You’ll work closely with Product, Delivery, and Account teams and get direct visibility into customer use cases and business outcomes.

● You’ll have the opportunity to help build the data, reporting, and analytical foundation of a growing AI function from the ground up.

● You’ll contribute to identifying what makes AI deployments successful and help create repeatable approaches for scaling AI across customers.

Does this sound like you?

Click the Apply button to let us know!