APAC Customer Service Insights Researcher

Netflix

Metro Manila

On-site

PHP 1,200,000 - 2,000,000

Full time

2 days ago

Be an early applicant

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

Netflix is seeking a Researcher for Customer Service Insights in APAC based in Manila. You will generate actionable insights from customer feedback to guide product and service improvements and report to the CS Insights Manager as part of a global team.

You will design ad hoc studies, analyze data across regions and languages, and present clear stories to stakeholders. Strong English, analytical mindset and experience with Excel/PowerBI/Tableau are required; 5+ years in market research.

Qualifications

Bachelor’s degree in the field of research, statistics, marketing, or other related social sciences.
5+ years of work experience in a market research and/or analyst role is required.
Able to analyze large quantitative datasets and summarize key insights.

Responsibilities

Design and execute ad hoc research projects using either or both quantitative and qualitative methodologies to improve external and internal CS experience.
Leverage metrics dashboards and data tools to detect subsets of CS contacts to analyze across regions, languages, and customer segments.
Listen to call recordings and/or review chat and call transcripts to identify themes in the customer experience and analyze points of friction related to the customer journey.
Craft clear, compelling, and concise stories from customer analysis.
Present analysis to key stakeholders within CS and other relevant stakeholders.
Turn complex business issues into simple and actionable recommendations.
Collaborate with CS Insights peers to develop and share best practices across regions.
Collaborate with CS stakeholders to deepen understanding of customer experience to guide strategies in improving service delivery.
Work in a consultative fashion with stakeholders to define the project approach, address roadblocks, and deliver insights that drive action.