Customer Insights Analyst

2 weeks ago

Makati, Philippines Penbrothers Full time

Join our team as a Customer Insights Analyst and become the voice of our customers inside the company. Job Description What You’ll Do: 1. Voice of Customer (VoC) Program Management Manage VoC programs across the customer journey (onboarding, support, renewal, adoption). Design, launch, and analyze customer feedback surveys (NPS, CSAT, CES, value surveys). Improve surveys and feedback mechanisms to continuously capture better insights. 2. Data Collection & Analysis Collect, analyze, and summarize data points from multiple sources . Perform customer sentiment and text analysis to identify patterns and opportunities. 3. Reporting & Insights Build and present dashboards and reports using Power BI or Tableau. Present results to leadership with confidence, explaining not just what happened but why. 4. Cross-Functional Collaboration Partner with Customer Success, Product, Support, and Leadership teams. Ensure customer feedback directly informs retention strategies, product improvements, and growth opportunities . Required Skills: Strong analytical and customer insights interpretation skills. Solid technical skills in Power BI, Tableau, and Excel for reporting and visualization. Hands-on experience with VoC programs (NPS, CSAT, CES, Value Surveys, etc.). Excellent communication and presentation skills — able to tell the story behind the data. Highly organized, detail-oriented, and customer-centric. Work Setup: 100% Work From Home Schedule: Night Shift (10:00 PM – 7:00 AM, PH Time) Seniority level Mid-Senior level Employment type Full-time Job function Business Development and Analyst Industries IT Services and IT Consulting, Outsourcing and Offshoring Consulting, and Business Consulting and Services We are an equal opportunities employer and welcome applications from all qualified candidates. #J-18808-Ljbffr

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