VoC Insights Analyst: AI-Driven Customer Experience

Concentrix Philippines; Makati; On-site; PHP 480,000 - 720,000; Full time

Job summary

Concentrix Philippines is seeking a VoC Insights Analyst in Makati to transform customer feedback into actionable improvements. The role partners with care and service-excellence teams to deliver executive-ready reporting and continuous improvement initiatives.

You will combine analytical rigor, storytelling, and AI-enabled tools to drive customer satisfaction and loyalty, collaborating with cross-functional teams to translate insights into real-world enhancements for Member and Provider

Qualifications

• Bachelor of Science degree in Program Management, Business Analysis, or equivalent work experience is required.
• Minimum of two (2) years of customer service experience related to healthcare payer dealing with both members and providers is preferred.
• Proficiency in Microsoft Excel, PowerPoint and CoPilot Studio is required.
• Critical thinking, creative problem-solving, knowledge and experience with journey mapping and storytelling (personas, journey mapping), strongly preferred.
• Experience creating agentic experiences that proactively anticipate user needs, adapt in real time, and deliver personalized healthcare solutions, strongly preferred.
• Ability to analyze processes and produce recommendations for improvements is required.
• Ability to develop, prioritize and accomplish goals.
• Ability to keep current on technologies through self-directed learning.
• Excellent written and verbal communication skills.
• Strong interpersonal and active listening skills

Responsibilities

• Leverage data to deeply understand a holistic view of the customer journey identifying friction points and recommended enhancements to ensure the Member, Provider and Specialist experience is industry-leading
• Engage new methods, tools and automation for gathering Member, Provider and Specialist sentiment to deliver actionable insights and optimize efficiencies
• Leverage generative AI, automation, and analytics tools to enhance insight generation, improve productivity, and support data-informed decision-making
• Turn complex data into compelling visual stories, taking into consideration market-specific nuances, using PowerPoint charts, dashboards and presentations with clear and actionable insights that influence executive decision-making
• Develop dashboards, scorecards, executive summaries, and recurring performance reports that translate data into clear business narratives
• Support the Service Excellence Team in conducting research on industry best practices and benchmarks
• Collaborate with cross-functional teams to ensure that insights are translated into actionable improvement initiatives
• Monitor the effectiveness of implemented solutions and provide feedback for further optimizations
• Build and sustain closed-loop feedback processes that drive measurable improvements in satisfaction, retention, and loyalty
• Perform any other job-related instructions as requested

Skills

Critical thinking

Creative problem-solving

Storytelling

Journey mapping

Excellent communication

Interpersonal skills

Active listening

Education

Bachelor of Science degree in Program Management, Business Analysis, or equivalent

Tools

Excel

PowerPoint

CoPilot Studio

Job description

Concentrix Philippines is seeking a VoC Insights Analyst in Makati to transform customer feedback into actionable improvements. The role partners with care and service-excellence teams to deliver executive-ready reporting and continuous improvement initiatives.

You will combine analytical rigor, storytelling, and AI-enabled tools to drive customer satisfaction and loyalty, collaborating with cross-functional teams to translate insights into real-world enhancements for Member and Provider