Customer Experience (CX) Insights Analyst

MicroSourcing International; Philippines; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Paid time off with cash conversion

Group life insurance

Dependent coverage

Job summary

MicroSourcing is seeking a Customer Experience (CX) Insights Analyst for its hybrid office in Eastwood, Libis, Quezon City. You will analyze customer behavior and feedback, manage reputation data on BirdEye, and produce insights to inform marketing and business strategies.

You will partner with senior leaders to deliver executive dashboards, track NPS and CSAT, and translate data into actionable recommendations for the Customer Committee and Board.

Qualifications

• Experience analyzing customer datasets, reviews, and feedback in a corporate setting.
• Experience with BirdEye or similar review platforms (Qualtrics/Medallia).
• Ability to synthesize data into high-level reports, presentations for Board/Committee.
• Strong cross-functional collaboration with marketing and client engagement teams.
• Proficiency in MS Excel and data visualization tools.

Responsibilities

• Analyze customer behavior, client feedback, and operational data to identify trends and inform strategies.
• Manage and monitor public customer reviews and feedback via BirdEye, extracting sentiment trends and service insights.
• Compile, analyze, and present customer experience insights for Committee and Board meetings.
• Partner with Head of Client Engagement and National Marketing Manager to support retention initiatives.
• Translate complex datasets into executive dashboards and clear business recommendations.
• Monitor satisfaction metrics (NPS, CSAT, review scores) across digital and traditional touchpoints.

Skills

Data analytics

Customer insights

Data visualization

Stakeholder management

Executive reporting

Tools

BirdEye

Qualtrics

Medallia

Power BI

Tableau

Excel

Salesforce Analytics

Job description

Discover your 100% YOU with MicroSourcing!

Position: Customer Experience (CX) Insights Analyst

Location: Eastwood, Libis, Quezon City

Work setup & shift: Hybrid | Day Shift

Why join MicroSourcing

You'll Have

Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses

A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.

Career Growth: Take advantage of opportunities for continuous learning and career advancement.

Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a Customer Experience (CX) Insights Analyst, you will:

• B2B & B2C Data Analytics: Analyze customer behavior, client feedback, and operational data to identify trends and inform marketing and business strategies.
• Reputation Platform Management: Manage and monitor public customer reviews and feedback through the BirdEye platform, extracting sentiment trends and service insights.
• Board & Committee Reporting: Compile, analyze, and present comprehensive customer experience insights and reports for the Customer Committee and Board meetings.
• Cross-Functional Collaboration: Partner with the Head of Client Engagement and National Marketing Manager (B2C Retention) to support targeted customer retention initiatives.
• Actionable Insight Delivery: Translate complex dataset analyses into clear business recommendations, executive dashboards, and visual presentations.
• Customer Journey & Feedback Tracking: Monitor satisfaction metrics (NPS, CSAT, review scores) across digital and traditional customer touchpoints.

What You Need

Non-negotiables

• Customer Insights & Data Analytics Experience: Proven experience analyzing customer datasets, review platforms, and feedback metrics within a corporate setting.
• Reputation & Review Tool Management: Hands-on experience managing and extracting insights from customer review and sentiment platforms (preferably BirdEye or similar tools like Qualtrics/Medallia).
• Executive & Board Report Compilation: Demonstrated capability to synthesize data into high-level reports, presentations, and executive summaries for Board and Committee review.
• Cross-Functional Matrix Collaboration: Strong stakeholder management skills to balance dual B2B and B2C operational priorities effectively.
• Data Visualization & Analytics Proficiency: Advanced proficiency in MS Excel, data visualization tools (e.g., Power BI, Tableau), and presentation software.

Preferred Skills/expertise

• Prior experience in financial services, novated leasing, salary packaging, or employee benefits industries.
• Familiarity with customer retention frameworks, journey mapping, and churn analysis.
• Experience combining qualitative feedback with quantitative operational metrics.
• Proficiency using SQL or CRM analytics engines (e.g., Salesforce Analytics) for custom reporting.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique, authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth.

Join us in celebrating YOU and your 100%! For more information, visit https://www.microsourcing.com/

• Terms & conditions apply