VOC Insight Analyst (all genders)

INNOCEAN Europe; Frankfurt; Hybrid; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

A marketing and communications firm in Frankfurt seeks a VOC Insight Analyst to analyze customer data and generate actionable insights. The ideal candidate will have over 3 years of experience in customer experience roles, proficiency in data storytelling, and be fluent in English. This role offers hybrid work flexibility and various employee perks.

Leistungen

Meal Vouchers

Career Development

Hybrid Work Flexibility

Pet-Friendly Office

Remote Work Abroad

Wellness Subscription

Qualifikationen

• 3+ years of experience in CX, CRM insight, market research, or customer experience roles.
• Proficiency in data storytelling and insight presentation.
• Fluent in English; other languages are a plus.

Aufgaben

• Identify recurring themes and sentiment trends across the customer lifecycle.
• Translate feedback into structured insights.
• Collaborate with CRM strategists on improvements based on customer insights.

Kenntnisse

Customer analysis

Data storytelling

English proficiency

Cross-functional collaboration

Tools

Salesforce

NLP tools

Jobbeschreibung

Overview

INNOCEAN Europe. A marketing and communications network that combines pan European collaboration with local expertise and execution. Founded as an in-house agency for the up-and-coming brands Hyundai and Kia, we continue to be inspired by the words of Chung Ju-Yung: Have you tried? With this in mind, we help brands and people unleash their potential and live up to their role as challengers.

For our team in Frankfurt, we are looking for you in the role of VOC Insight Analyst (all genders).

Location: Frankfurt am Main

What You’ll Do

Customer Analysis

• Identify recurring themes, pain points, and sentiment trends across the customer lifecycle and CRM touchpoints.
• Conduct root cause analysis of customer dissatisfaction and churn signals.
• Perform text and sentiment analysis using qualitative and NLP tools.

Insight Generation & Storytelling

• Translate raw feedback into structured insights to inform segmentation, content strategy, and journey mapping.
• Deliver actionable insight reports regarding customer behavior or possible improvement point of CRM programs to creative, strategist and clients.
• Support quarterly and post-campaign insight reviews to improve message resonance and experience satisfaction.

Cross-Functional Collaboration

• Partner with CRM strategists, UX/CX specialists, and campaign managers to co-create improvements based on customer insight.
• Help inform A/B test hypothesis development based on real customer concerns or preferences.
• Support the integration of VOC insights with BI dashboards and data science outputs for holistic analysis.

What You Bring

• 3+ years of experience in CX, CRM insight, market research, or customer experience roles.
• Proficiency in data storytelling and insight presentation (PowerPoint, Notion, or dashboards).
• Basic knowledge of CRM systems and campaign logic (e.g., Salesforce) is a plus.
• Familiarity with text analytics tools or methods is a plus
• Ability to work in cross-functional teams and communicate clearly with both technical and creative stakeholders.
• Fluent in English (German or other European languages are a plus, especially for market-specific analysis).

What We Offer

• International & Inclusive Team: Collaborate with colleagues from around the world in a fun and supportive environment.
• Meal Vouchers: Enjoy subsidized lunches with our meal voucher program.
• Career Development: Access training and growth opportunities to help you thrive professionally.
• Hybrid Work Flexibility: Work from home on Mondays and Fridays to support your work-life balance.
• Pet-Friendly Office: Bring your furry companions to work — we’re happy to have them!
• Remote Work Abroad: Work from another country for up to two weeks per year.
• Modern Workspace: Ergonomic setups and top-tier infrastructure to help you do your best work.
• Wellness & Perks:
• Fresh fruit baskets to keep you energized
• Ergonomic workstations for comfort and productivity
• Access to the corporate benefits platform with exclusive offers
• Company contribution toward your gym membership to support your physical health
• Subscription to a mental health app for emotional and psychological well-being

We provide a work environment where you can grow and make an impact. If you want to be part of a very international team with a collaborative spirit, click on Apply Online.