Customer Experience Insight Analyst

Tala; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Tala is seeking an Operational Excellence Analyst to leverage AI-driven coverage and human insights to uncover deepest customer pain points, sentiment trends, and brand gaps overlooked by sampling.

You will analyze full-scale interactions, correlate sentiment shifts with updates, and propose process improvements in collaboration with Product and Process teams. This role requires empathy, clear communication with senior leadership, and a consumer-centric mindset.

Qualifications

• Interpreting sentiment data and conversational nuances at scale.
• Present complex qualitative findings to senior leadership.
• Understanding consumer behavior and psychological drivers.

Responsibilities

• Identify friction points in the customer journey that lead to churn or failed resolutions.
• Track sentiment changes over time and correlate with product updates or campaigns.
• Collaborate with Product and Process teams to redesign scripts or workflows based on VoC findings.
• Conduct targeted qualitative audits on high-value or edge-case interactions needing deeper human review.
• Map quality behaviors to CSAT/NPS to demonstrate ROI of quality initiatives.
• Deliver monthly research briefs to Growth and Product teams as the voice of the consumer.

Skills

Qualitative analysis

Communication

Empathy & insight

Job description

Tala is seeking an Operational Excellence Analyst to leverage AI-driven coverage and human insights to uncover deepest customer pain points, sentiment trends, and brand gaps overlooked by sampling.

You will analyze full-scale interactions, correlate sentiment shifts with updates, and propose process improvements in collaboration with Product and Process teams. This role requires empathy, clear communication with senior leadership, and a consumer-centric mindset.