Customer Insight Associate

Astro Indonesia; Jakarta Barat; On-site; IDR 260,000,000 - 420,000,000; Full time

Job summary

Astro Indonesia is seeking a Customer Insight Associate to extract and analyze qualitative and quantitative customer data across touchpoints, identifying operational friction and actionable trends to enhance the Astro customer experience.

You will manage VoC programs, conduct root-cause and funnel analyses, and design dashboards for leadership. A 2–3 year background in insights, BI, or product analytics is required, with strong data storytelling and business communication skills.

Qualifications

• Bachelor's degree in Data Analytics, Statistics, CS, IS, or Economics.
• 2-3 years in customer insights, BI, or product analytics within digital ecosystems.
• BI/Visualization tools and Python/R for data manipulation and NLP sentiment analysis.
• VoC metrics like NPS, CSAT, CES, FCR; cohort analysis and churn modeling.
• Strong data storytelling, customer-centric mindset, and business communication.

Responsibilities

• Synthesize VoC data from multi-channel surveys, social sentiment, and chat logs across core metrics.
• Perform deep-dive analytics to isolate user pain points, purchase drop-offs, and order cancellation drivers.
• Build and maintain automated dashboards for heads of department and product leads to monitor friction in real time.
• Translate customer complaint data into narrative presentations with actionable recommendations for Product, Marketing, and Operations to boost retention.

Skills

Data storytelling

Customer-centric mindset

Business communication

NLP sentiment analysis

Cohort analysis

Education

Bachelor's degree in Data Analytics, Statistics, Computer Science, Information Systems, or Economics

Tools

Looker Studio

Tableau

Power BI

Python/R

Qualtrics

Typeform

Sprinklr

Job description

Job Description

As our Astronaut, your missions are: As a customer insight Associate, your task is to extracts and analyzes qualitative and quantitative customer data to uncover operational friction, complaints behaviour, and actionable trends across customer touchpoints to increases ASTRO customer experience.

• VoC Program Management: Synthesize Voice of Customer (VoC) data from multi-channel surveys, social sentiment, and chat logs across core metrics (CSAT, CES, First Contact Resolution).
• Root-Cause & Funnel Analysis: Perform deep-dive analytics to isolate user pain points, purchase drop-offs, and order cancellation drivers using quantitative metrics cross-referenced with qualitative feedback.
• Dashboard Design & Reporting: Build and maintain automated, interactive dashboards for department heads and product leads to monitor customer friction points in real time.
• Insight-to-Action Strategy: Translate customer complaint data into narrative presentations with actionable recommendations for Product, Marketing, and Operations teams to boost customer retention.

Minimum Qualifications

In order to launch the missions successfully, you need to have:

• Educational Background: Bachelor's degree in Data Analytics, Statistics, Computer Science, Information Systems, or Economics.
• Experience: 2 - 3 years in customer insights, business intelligence, or product analytics within customer-facing digital ecosystems.
• Technical Stack: BI/Visualization tools (Looker Studio, Tableau, Power BI), Python/R for basic data manipulation and NLP sentiment analysis, and survey platforms (Qualtrics, Typeform, Sprinklr).
• Analytical Methodologies: Proven experience using VoC metrics (NPS, CSAT, CES, FCR), cohort analysis, customer churn modeling, and funnel drop-off diagnostics.
• Behavioral Competencies: Strong data storytelling (converting raw data into executive slides), customer-centric mindset, and business communication