Customer Experience (CX) Insights Analyst

MicroSourcing International; Quezon City; Hybrid; PHP 720,000 - 960,000; Full time

Benefits offered by this job

Above-market compensation

Healthcare coverage day one

Dependents coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a CX Insights Analyst to analyze customer behavior, feedback, and operational data to inform marketing and business strategies. You will manage public reviews on BirdEye and translate insights into executive dashboards and recommendations.

Based in Eastwood, Libis, Quezon City with hybrid day-shift work, this role offers collaboration with the Head of Client Engagement and National Marketing Manager, and opportunities for career growth within a diverse, inclusive team.

Qualifications

• Proven experience analyzing customer datasets, review data, and feedback metrics.
• Experience managing and extracting insights from customer review platforms.
• Ability to synthesize data into executive-level reports and dashboards.
• Cross-functional collaboration with marketing and leadership.
• Proficiency with data visualization and reporting tools.

Responsibilities

• Analyze customer behavior, feedback, and operational data to identify trends and inform strategies.
• Monitor public customer reviews via BirdEye and extract sentiment insights.
• Prepare reports for Customer Committee and Board meetings.
• Collaborate with Head of Client Engagement and National Marketing Manager on retention initiatives.
• Translate analyses into actionable business recommendations and visual presentations.
• Track customer satisfaction metrics across digital and traditional touchpoints.

Skills

Data Analytics

BirdEye

Qualtrics/Medallia

Excel

Power BI

Tableau

SQL

Salesforce Analytics

Tools

BirdEye platform

Qualtrics/Medallia

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?

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

• 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 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