Customer Insights Analyst

Zurich 56 Company Ltd; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading multinational company in customer insights is seeking a Customer Insights Analyst to enhance the customer experience through data analysis. The successful candidate will develop insights strategies, monitor KPIs like TNPS, and manage customer feedback programs. The role requires strong analytical skills and excellent communication abilities to present insights to stakeholders effectively. Candidates should possess a degree in a relevant field and have over 6 years of experience in customer analytics. Opportunities for growth within the company are encouraged.

Qualifications

• 6+ years of experience in customer insights, analytics, or related roles.
• Proven experience with customer KPI measurement and reporting (TNPS, retention, segmentation).
• Experience in customer experience management and/or customer success is a plus.

Responsibilities

• Develop and execute a comprehensive customer insights strategy aligned with business objectives.
• Monitor, analyze, and report on customer-related KPIs such as TNPS and customer retention.
• Lead customer segmentation initiatives to better understand customer needs.

Skills

Data visualization

Analytical skills

Communication skills

Customer KPI measurement

Cross-functional leadership

Education

Bachelor’s or Master’s degree in Business, Marketing, Data Science, Statistics

Tools

Power BI

SQL

Excel

Job description

Customer Insights Analyst

The Opportunity:

the Customer Insights Lead, you will be instrumental in enhancing the customer experience by converting data into actionable insights that support retention, profitability, and informed strategic decision-making. You will work collaboratively with cross-functional teams to develop strategy, elevate the customer journey, and make a direct impact on overall business growth.

>Key Responsibilities:

• Develop and execute a comprehensive customer insights strategy aligned with business objectives.
• Monitor, analyze, and report on customer-related KPIs such as TNPS and customer retention.
• Manage the customer feedback programs, including surveys and interviews, to measure satisfaction and identify improvement opportunities.
• Lead customer segmentation initiatives to better understand customer needs, behaviors, and opportunities for targeted engagement.
• Collaborate with internal stakeholders to translate insights into strategic recommendations and action plans.
• Present findings and actionable insights to senior leadership in a clear and compelling manner.
• Stay updated on industry trends, benchmarks, and best practices in customer analytics and experience management.
• Advocate for the voice of the customer within the organization, ensuring decisions are informed by robust data and insights.
• Foster a culture of curiosity, rigor, and continuous improvement.

Your skills and experience :

• Bachelor’s or Master’s degree in Business, Marketing, Data Science, Statistics, or a related field.
• 6+ years of experience in customer insights, analytics, or related roles.
• Proven experience with customer KPI measurement and reporting (TNPS, retention, segmentation, etc.).
• Strong analytical skills and proficiency with data visualization and analytics tools (e.g., Power BI, SQL, Excel).
• Excellent communication skills with the ability to convey complex insights to non-technical audiences.
• Demonstrated ability to lead cross-functional projects and influence stakeholders.
• Experience in customer experience management and/or customer success is a plus.

You are the heart & soul of Zurich!

At Zurich, we like to think outside the and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step.

Let’s continue to grow together!