AI-Powered VoC Insights Analyst (Remote)

Convergys; Hinoba-an; On-site; PHP 420,000 - 520,000; Full time

Job summary

Concentrix is seeking a Voice of the Customer Insights Analyst to partner with Speech Analytics and Insights teams. The role focuses on identifying deliverables that enhance Member, Provider, and Specialist experiences, driving innovation and efficiency in call center operations.

You will analyze customer feedback and journey data, craft executive-ready reports, and support continuous improvement initiatives across care and service excellence functions. Travel may be required as needed.

Qualifications

• BS in PM, BA or equivalent required.
• Minimum 2 years in healthcare payer customer service preferred.
• Experience with journey mapping and storytelling.
• Strong analytical and reporting capabilities.

Responsibilities

• Leverage data to deeply understand the customer journey, identifying friction points and recommended enhancements.
• Engage new methods and automation for gathering Member, Provider and Specialist sentiment to deliver insights.
• AI fluency to responsibly leverage generative AI, automation, and analytics tools.
• Turn complex data into visual stories with dashboards and executive-ready presentations.
• Develop dashboards, scorecards, and recurring reports translating data into clear business narratives.
• Collaborate with cross-functional teams to translate insights into actionable improvements.

Skills

Excel

PowerPoint

Critical thinking

Journey mapping

Storytelling

Communication

Interpersonal skills

Healthcare payer knowledge

Education

Bachelor's degree in Program Management / Business Analysis

Tools

CoPilot Studio

Job description

Concentrix is seeking a Voice of the Customer Insights Analyst to partner with Speech Analytics and Insights teams. The role focuses on identifying deliverables that enhance Member, Provider, and Specialist experiences, driving innovation and efficiency in call center operations.

You will analyze customer feedback and journey data, craft executive-ready reports, and support continuous improvement initiatives across care and service excellence functions. Travel may be required as needed.