Researcher, Customer Service Insights - APAC

Netflix; Manila; On-site; PHP 1,000,000 - 1,200,000; Full time

Job summary

Netflix is seeking a Researcher in Manila for the Customer Service Insights team. This role involves gathering and analyzing customer feedback to enhance the Netflix product and customer service. You will present actionable insights to stakeholders and collaborate with various teams.

Ideal candidates should possess a bachelor's degree in a related field and have over 5 years of experience in market research. Proficiency in data analysis tools such as Excel, PowerBI, or Tableau is essential, along with strong communication skills.

Qualifications

• 5+ years of work experience in a market research and/or analyst role.
• Experience with analyzing large datasets and data visualization tools.
• Strong ability to communicate findings effectively.

Responsibilities

• Gather and analyze customer feedback to improve service experience.
• Create compelling stories from customer analysis.
• Work consultatively with stakeholders to deliver insights.

Skills

Data analysis

Quantitative research

Communication

Project management

Critical thinking

Education

Bachelor’s degree in research, statistics, marketing, or related social sciences

Tools

Excel

PowerBI

Tableau

SPSS

R

Python

Job description

About the Role

Netflix Customer Service Insights (CSI) team is looking for a Researcher based in Manila. You'll generate actionable insights by analyzing the voice of the customer to enhance and guide the Netflix product and customer service experience. This role will be reporting to the CS Insights Manager and be part of a global team.

Responsibilities

• Gathering and analyzing customer feedback
  • 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
• Communicating actionable insights & trends
  • Craft clear, compelling, and concise stories from customer analysis
  • Leverage multiple data sources to tell a comprehensive story that ties qualitative and quantitative findings
  • 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
• Managing projects
  • Work in a consultative fashion with stakeholders to define the project approach, address roadblocks, and deliver insights that drive action
  • Liaise with CS partners and resources in executing projects
  • Develop project plans and apply project management rigor to meet deadlines
  • Collaborate with various stakeholders and partners within the CS organization

Qualifications

• Education and Experience
  • 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
• Technical Skills
  • Able to analyze large quantitative datasets and summarize key insights is required
  • Data savvy and experienced in quantitative data analysis using Excel, PowerBI or Tableau
  • Substantial experience in undertaking the end-to-end process of customer/consumer research (e.g. questionnaire design, data processing and analysis, report writing and presentation)
  • Proficient in using statistical software/ analysis such as SPSS, R or Python is a plus
• Core Competencies
  • Strong analytical and critical thinking skills
  • Excellent written and verbal communication skills in English
  • Strong attention to detail and comfort working with large data sets
  • Excellent presentation skills
  • Strong ability to synthesize findings into clear, concise, and actionable summaries
  • Collaborative and openness towards feedback and critique

Nice to Have

• Experience with Airtable or any project management tool is a plus
• Prior experience analyzing customer service and/or voice of customer data is a plus
• Basic qualitative research experience (interviews, focus groups, transcript review)

Equal Opportunity Employer

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates.

We are an equal‑opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.