VOC Insight Analyst (m / f / d)

INNOCEAN Worldwide Europe GmbH; Frankfurt; Hybrid; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A marketing and communications agency in Frankfurt is seeking a VOC Insight Analyst (m/f/d) to analyze customer data and generate actionable insights. The role involves collaboration across teams to enhance CRM programs and requires 3+ years of experience in customer experience roles. Benefits include a hybrid working environment and opportunities for professional development.

Leistungen

Meal vouchers

Training and development opportunities

Flexibility to work from home

Pet-friendly office

Remote work from abroad for two weeks per year

Fresh fruit basket

Qualifikationen

• 3+ years of experience in CX, CRM insight, market research, or customer experience roles.
• 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.

Aufgaben

• Identify recurring themes, pain points, and sentiment trends across the customer lifecycle.
• Translate raw feedback into structured insights for customer journey mapping.
• Partner with CRM strategists and UX specialists for customer insight improvements.

Kenntnisse

Customer Analysis

Data Storytelling

Cross-Functional Collaboration

Text Analytics

Fluent in English

Tools

Salesforce

PowerPoint

Notion

Jobbeschreibung

VOC Insight Analyst (m / f / d) at INNOCEAN Worldwide Europe GmbH | softgarden

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VOC Insight Analyst (m / f / d)

Full Time

Hybrid

Frankfurt, Germany

With Professional Experience

7 / 22 / 25

INNOCEAN Worldwide Europe is a young 360°-Marketing- and Communications Agency Network. We were originally founded as a subsidiary of the Hyundai Motor Group in South Korea in 2005. Since coming to Frankfurt in 2007, today, you will find our offices with more than 250 employees from 35 nationalities across eight European locations, with Frankfurt being the European Headquarter. We are responsible for the entire marketing communication of our two automotive brands Hyundai and Kia. Our declared aim is to convince existing and new clients outside the automotive industry of our expertise, inspire them and grow together.

For our team in Frankfurt, we are looking for you in the role of

VOC Insight Analyst (m / f / d)

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 :

An international and diverse team with a lot of fun at work.

Meal vouchers to cover part or all of your lunch.

Opportunities for training and further development to advance your career.

Flexibility to work from home two days per week (Mondays and Fridays).

A pet-friendly office environment.

The opportunity to work remotely from abroad for up to two weeks per year.

Modern facilities and excellent infrastructure to support your aspirations.

Additional corporate benefits, including a fresh fruit basket, ergonomic workspace setup, and access to an online benefits platform.

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 .

Apply Online

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