AI-Powered CX Insights Analyst

Concentrix Philippines

Metro Manila

On-site

PHP 600,000 - 720,000

Full time

5 days ago

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Job summary

Concentrix Philippines is seeking a Voice of the Customer (VoC) Insights Analyst to transform customer feedback and journey data into actionable business improvements. You will partner with care and service teams to deliver executive-ready reporting, insights, and continuous improvement initiatives.

The role emphasizes data-driven storytelling, AI-enabled analysis, and collaboration to elevate patient and provider experiences.

Qualifications

Bachelor's degree in Program Management, Business Analysis, or equivalent.
Minimum of two years of healthcare payer customer service experience preferred.
Proficiency in Excel, PowerPoint, and CoPilot Studio required.
Strong problem-solving, journey mapping, and storytelling skills.
Excellent written and verbal communication and interpersonal abilities.

Responsibilities

Leverage data to understand the customer journey, identify friction points, and suggest enhancements.
Develop dashboards and reports to translate insights into actions.
Collaborate with cross-functional teams to implement improvements.
Utilize AI tools responsibly to improve analytics and productivity.
Monitor effectiveness of solutions and iterate for optimization.
Create compelling visual storytelling to influence leadership decisions.