AI-Driven VoC Insights Analyst

Concentrix Philippines; Metro Manila; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Concentrix Philippines is seeking a Voice of the Customer Insights Analyst to transform customer feedback and journey data into actionable recommendations that improve satisfaction and business outcomes. You will collaborate with care-excellence teams to deliver executive-ready reporting and insights across Member and Provider experiences.

The role emphasizes analytics, storytelling, dashboards, and continuous improvement, with opportunities to leverage AI-enabled tools and cross-functional

Qualifications

• Bachelor of Science degree in Program Management, Business Analysis, or equivalent work experience.
• Minimum of two (2) years of customer service experience related to healthcare payer dealing with both members and providers is preferred.
• Proficiency in Microsoft Excel, PowerPoint and CoPilot Studio is required.
• Critical thinking, creative problem-solving, knowledge and experience with journey mapping and storytelling (personas, journey mapping) is strongly preferred.
• Excellent written and verbal communication skills and strong interpersonal skills.
• Ability to analyze processes and produce recommendations for improvements is required.

Responsibilities

• Leverage data to deeply understand a holistic view of the customer journey identifying friction points and recommended enhancements.
• Engage new methods and tools to gather sentiment and deliver actionable insights.
• AI fluency and using AI/automation tools to improve insight generation and productivity.
• Turn complex data into visual stories with dashboards and presentations for executive decisions.
• Develop dashboards, scorecards, and recurring performance reports that translate data into business narratives.
• Collaborate with cross-functional teams to translate insights into actionable improvements.
• Monitor the effectiveness of implemented solutions and provide feedback for optimizations.
• Continuously seek innovative approaches to solving problems.

Skills

Microsoft Excel

PowerPoint

CoPilot Studio

Critical thinking

Active listening

Communication

Education

Bachelor of Science in Program Management / Business Analysis

Tools

CoPilot Studio

Job description

Concentrix Philippines is seeking a Voice of the Customer Insights Analyst to transform customer feedback and journey data into actionable recommendations that improve satisfaction and business outcomes. You will collaborate with care-excellence teams to deliver executive-ready reporting and insights across Member and Provider experiences.

The role emphasizes analytics, storytelling, dashboards, and continuous improvement, with opportunities to leverage AI-enabled tools and cross-functional