IT Software Product Owner (Nightshift)

Insight; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Insight is seeking a Product Owner to lead the Qualtrics platform, drive a data-driven roadmap, and collaborate with architects, engineers and business partners to deliver insights that improve client experience. You will define strategy, track ROI, manage requirements and communicate with stakeholders across functions.

The role emphasizes turning customer feedback into action, owning CX metrics, and partnering with Voice of Customer, Success, Product, and Operations teams to embed insights into

Qualifications

• 2+ years in customer experience, insights, analytics, or related fields.
• Excellent communication and stakeholder-management skills.
• Ability to define and document clear user cases, outcomes and success criteria.
• Excellent project management and cross-functional leadership.
• Strong Excel and data skills.

Responsibilities

• Define vision, goals, objectives, strategy and priorities with defined outcomes.
• Utilize data to inform strategy and support decision-making across teams.
• Manage business requests and requirements, ensuring they are clearly defined.
• Calculate ROI for projects and initiatives.
• Collaborate with partners to communicate performance and support new initiatives.
• Host and facilitate stakeholder meetings to review backlog requests.
• Provide meeting minutes and status updates.
• Serve as the primary technical product owner for the Qualtrics platform.
• Evaluate data, integration, reporting and analysis needs and develop streamlined processes.
• Collaborate to translate insights into solutions; validate, implement, and measure.
• Recommend ongoing improvements to projects in production.
• Deliver findings and recommendations to technical and non-technical stakeholders.
• Develop client sentiment solutions focusing on CRM, profitability and efficiency improvements.
• Embed customer insights into strategic planning with cross-functional teams.
• Facilitate closed-loop follow-ups and nurture detractors and at-risk clients.
• Champion a customer-centric culture and promote NPS best practices.
• Monitor trends and best practices in CX measurement; enhance surveys and analytics.
• Drive experimentation to improve response rates, data quality and depth.

Skills

Excellent communication

Project management

Stakeholder management

Data analysis

Curiosity

Critical thinking

Qualtrics administration

Data storytelling

Tools

Qualtrics

Power BI

Tableau

Job description

Location: The role will be a hybrid position located in Pasig, Philippines.

Insight at a Glance

• 14,000+ engaged teammates globally

• #20on Fortune’s World'sBest Workplaces™ list

• $9.2 billion in revenue

• Received 35+ industry and partner awards in the past year

• $1.4M+ total charitable contributions in 2023 by Insight globally

Overview

We’re looking for operational and administrative support to evolve our enterprise client sentiment program. This role is responsible for partnering with strategic stakeholders to define the vision, roadmap, and governance for how we capture, analyze, and act on customer feedback—primarily through our Qualtrics experience management platform and our Net Promoter Score (NPS) program. You’ll partner across the business to turn insights into action, elevate the voice of the customer, and drive measurable improvements in client experience.

BASIC FUNCTION OF THE JOB

The Product Owner plays an essential role in informing a data-driven roadmap for global business solutions data, integrations, reporting and analysis strategy. You will work closely with application architects, engineers, quality, functional and business stakeholders to define product strategy, analyze performance results, identify customer and business trends to drive actionable insights that will inform strategy, using data to help teams make the right decisions. The goal of this role is to help manage business requests and requirements, ensure requirements are clearly defined and return on investment calculated for each project, as well as connect teams together with a clear vision, objective and goals.

WORK PERFORMED

Strategy & Product/Program Ownership

• Collaborate with application architects, developers, quality resources, and stakeholders to define vision, goals, objectives, strategy and priorities with defined outcomes.

• Utilize data to inform strategy and support decision-making across teams.

• Manage business requests and requirements, ensuring they are clearly defined.

• Calculate return on investment for projects and initiatives.

• Collaborate with key partners to communicate performance, understand new initiatives, and support strategic opportunities.

• Host and facilitate stakeholder meetings to review and prioritize backlog requests.

• Provide meeting minutes, status updates, decisions made, decisions pending.

Qualtrics Platform Ownership

• Serve as the primary technical product owner for the Qualtrics platform.

• Work with departments to evaluate data, integration, reporting and analysis needs and develop a streamlined process to achieve their needs based on specified deadlines based on capacity and value.

• Collaborate across teams to solve challenging, high-value problems.

• Partner with key business areas to translate insights into solutions that can be validated, implemented, and measured.

• Recommend ongoing improvements to projects currently in production.

• Assist with delivering informative and effective findings, results, and recommendations from analysis to stakeholders, both technical and non-technical audiences.

• Work with business owners to explore and develop client sentiment solutions focusing on Customer Relationship Management, Customer Profitability and Financial / Sales Operational efficiency improvements.

Cross‑Functional Collaboration

• Work closely with Voice of Customer, Customer Success, Product, Operations, Marketing, and Executive Leadership to embed customer insights into strategic planning.

• Facilitate closed‑loop follow‑up processes to ensure timely response to detractors and at‑risk clients.

• Champion a customer‑centric culture by educating teams on NPS methodology, survey best practices, and insight utilization.

Continuous Improvement

• Monitor industry trends and emerging best practices in customer experience measurement.

• Evaluate and implement enhancements to survey design, distribution methods, and analytics capabilities.

• Drive experimentation and innovation to improve response rates, data quality, and insight depth.

Education and/or Experience:

• Minimum of 2+ years of customer experience, insights, analytics, or related fields

• Excellent communication skills with ability to structure logical, clear messages in keeping with listener’s experience, background, and expectations.

• Ability to define and document clear user cases, expected outcomes, and success criteria for application, process and data strategies.

• Excellent project management skills with the ability to lead cross‑functional initiatives.

• Strong communication and stakeholder‑management capabilities.

• Excel, computer, and data skills

· Be naturally curious and inquisitive

• Critical thinking skills

Standout candidates will have

• Ideally hands‑on experience administering Qualtrics or any other survey software

• Strong understanding of NPS methodology and customer sentiment measurement frameworks.

• Proven ability to translate data into compelling narratives and business recommendations.

• Experience with data visualization tools (e.g., Qualtrics dashboards, Power BI, Tableau) is a plus.

• Ability and strong desire to solve complex data issues in a collaborative fashion

• Ability to analyze data

Success Looks Like

• A clear, scalable strategy for capturing and acting on customer sentiment.

• High‑quality, reliable insights that influence decision‑making at all levels.

• Increased engagement with customer feedback across the organization.

• Improved net promoter score (NPS) and customer experience outcomes driven by insight‑led action.