Business Analyst

3 days ago

Pasay, Philippines Penbrothers Full time

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is a global SaaS organization that delivers innovative, people-focused solutions designed to simplify expense, invoice, and travel management. With a fast-growing footprint and a mission to make work more human, they empower finance teams and employees through intuitive, policy-compliant software trusted by thousands of businesses worldwide.

About the Role

The Business Analyst (Voice of Customer Analyst) will own and manage the customer organization’s Voice of Customer programs across the customer lifecycle. This role will design, execute, and analyze feedback instruments (NPS, CES, CSAT, feature feedback) to generate actionable insights that drive retention and identify opportunities for expansion. The analyst will serve as the single source of truth for retrospective customer sentiment, ensuring insights are aligned to business impact and shared with key stakeholders across the company.

  • Own and manage Voice of the Customer (VoC) programs across key lifecycle moments (onboarding, support, renewal, adoption)
  • Design, launch, and analyze customer feedback programs, including:
  • NPS (relationship and transactional)
  • CES (support, onboarding)
  • CSAT (case closure, journey stage)
  • Value Surveys, etc.
  • Conduct text and sentiment analysis on open-ended customer feedback
  • Generate and present actionable insights on customer perception, friction points, and success levers
  • Close the loop with customers and internal teams by aligning feedback to measurable business outcomes (e.g., retention drivers, expansion blockers)
  • Aggregate insights into quarterly VoC reports, persona-based summaries, and product feedback themes
  • Partner with cross-functional stakeholders (Customer Success, Product, Support, and Leadership) to ensure customer voice informs strategy and execution.

What You Bring

  • Strong analytical and data interpretation skills
  • Proficiency with survey tools, Excel/Power BI, and text analytics software
  • Excellent communication skills (written and verbal) for presenting insights to executives and cross-functional teams
  • Ability to translate customer feedback into actionable business recommendations
  • Strong organizational skills with attention to detail
Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.

What You’ll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies.

  • Meaningful work & Growth : We take every opportunity to stretch ourselves and deliver an excellent client experience.
  • Employee as our biggest asset : We are genuinely invested in our people’s career and welfare.
  • Global reach & local impact : Get to work with high-growth startups and dynamic companies from the comfort of your own home.
  • Powering global startups : We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.
#J-18808-Ljbffr

  • IT Business Analyst

    5 days ago

    Pasay, Philippines Hunter's Hub Inc. Full time

    Overview As a traditional Business Analyst: Analysis and Solution Definition Quickly understands the business issues and data challenges of client's organization and industry. Reviews and edits requirements, specifications, business processes and recommendations related to proposed solution. Develops documentation on business and user needs, objectives, and...

  • Business Analyst

    12 hours ago

    Pasay, National Capital Region, Philippines Infinit-O Full time ₱250,000 - ₱450,000 per year

    Infinit-O is the trusted, customer-centric, and sustainable leader in Business Process Optimization. We empower finance and healthcare organizations to thrive in a digital-first world by combining specialized industry expertise and innovative technology for 20 years.We navigate complex industry landscapes to drive transformative outcomes, helping businesses...

  • Business Analyst

    6 days ago

    Pasay, Philippines SMDC Full time

    SMDC Pasay, National Capital Region, Philippines Business Analyst SMDC Pasay, National Capital Region, Philippines 2 days ago Be among the first 25 applicants The Business Analyst (Digital Innovation) is responsible for gathering and documenting the functional requirements, documenting the technology solution, assisting in the implementation of these...

  • Business Process Analyst

    2 weeks ago

    Pasay, National Capital Region, Philippines SM Supermalls Full time

    The Business Process Analyst will primarily act as a liaison to bridge the gap between business and technology. The Business Process Analyst may conduct a business process review and recommend process improvements, and/or implement technological solutions such as workflows, tools, and applications. For the latter, he or she will act as the business analyst,...

  • Business Process Analyst

    6 days ago

    Pasay, Philippines SM Supermalls Full time

    The Business Process Analyst will primarily act as a liaison to bridge the gap between business and technology. The Business Process Analyst may conduct a business process review and recommend process improvements, and/or implement technological solutions such as workflows, tools, and applications. For the latter, he or she will act as the business analyst,...

  • Business Analyst

    6 days ago

    Pasay, Philippines SM Retail Full time

    Job Title: Business Analyst & Insights Job Summary: Business Analyst and Insights will support strategic initiatives for SM Markets by turning data into actionable insights to drive growth, operational efficiency, and improved shopper experience. The role will be instrumental in supporting data-driven decisions across merchandising, pricing, promotions,...

  • Business Intelligence Analyst

    1 week ago

    Pasay, National Capital Region, Philippines beBeeBusiness Full time ₱6,000,000 - ₱8,000,000

    Mid-Senior Business Intelligence AnalystThe ideal candidate will have a background in IT and 5+ years of experience analyzing business challenges, mapping processes, and identifying business requirements.They will also be able to deliver high-quality user stories, business, functional, and non-functional requirements, and facilitate workshops with...

  • Manager, Business Analyst

    1 day ago

    Pasay, Philippines Conduent Full time

    Overview Conduent Pasay, National Capital Region, Philippines Join to apply for the Manager, Business Analyst role at Conduent Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people...

  • Business Analyst

    5 days ago

    Pasay, Philippines Hunter's Hub Inc. Full time

    Overview As a traditional Business Analyst: Analysis and Solution Definition Quickly understands the business issues and data challenges of the client's organization and industry. Reviews and edits requirements, specifications, business processes and recommendations related to proposed solution. Develops documentation on business and user needs, objectives,...

  • Manager, Business Analyst

    12 hours ago

    Pasay, National Capital Region, Philippines Conduent Full time ₱1,200,000 - ₱2,400,000 per year

    Manager, CXM AnalyticsLocation: Flexible (Global team, primarily based in the Philippines)Reports To: Senior Manager, CXM AnalyticsAbout the RoleConduent is seeking a highly motivated and data-driven Manager, CXM Analytics to oversee a team of analysts and drive impactful customer experience insights for our clients. This role plays a key part in scaling the...