Customer Insights Specialist

Mosaic Wellness builds digital-first, evidence-driven health & wellness brands loved by millions, Man Matters, Be Bodywise and Little Joys. We obsess about solving real problems through science-backed products, transparent communication, and deep consumer understanding. We operate at the intersection of healthcare, product innovation, and customer-centricity, and consumer first thinking is the heartbeat of all our product decisions. We are looking for a Customer Insights Specialist who lives and breathes customer feedback. Someone who enjoys talking to users, understanding their journeys, discovering pain points, validating product improvements, and identifying opportunities for new product launches. This role is critical to shaping product strategy, improving live products, and ensuring everything we build is rooted in real consumer needs. Key Responsibilities: 1. Customer Calling & Insight GatheringConduct structured voice calls with customers across India to understand product experience, satisfaction levels, pain points, and suggestions. Gather insights for newly launched products, including performance feedback, packaging issues, quality perception and repeat intent. Run deep-dive exploratory calls on consumer unmet needs, barriers and preferences. 2. Product Improvement FeedbackSpeak to customers after product updates (formula, packaging, pricing) to validate improvements. Capture issues such as texture, aroma, efficacy timelines, ingredient perceptions, usability, etc. Identify opportunities to improve communication on PDPs, ads and pack. Share samples with customers and ensure feedback is collected from them in a timely manner 3. New Product Development InputsConduct exploratory calls to evaluate demand for potential new categories and formulations. Capture trends, expectations, willingness to pay, format preference, concerns, and unmet needs. Share structured reports to help the NPD teams build better products. 4. Data and ReportingMaintain detailed call logs, feedback summaries, and tagging on CRM/Sheets. Synthesize insights into weekly and monthly reports with trends, patterns, and actionable recommendations. Highlight early warning signals, e.g. negative reviews, defects, misunderstanding of claims. 5. Field Feedback, On-ground ResearchTravel within Mumbai and occasionally across India for: In-store customer interactions Kiosk and stall interactions User testing Feedback events and activations Document field insights through videos, notes and structured summaries.

1+ years of experience in customer calling, consumer research, tele-surveys, insights gathering or similar roles. Strong communication skills in English and Hindi, additional regional languages are a plus. Passionate about customers, curious, empathetic and detail-oriented. Ability to translate conversations into meaningful insights.