VoC Insights Analyst - Elevate Customer Experience

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

Job summary

Concentrix Philippines seeks a Voice of the Customer Insights Analyst to leverage customer feedback, journey insights, analytics, and AI-enabled tools. You will partner with customer care and service-excellence teams to transform complex data into actionable recommendations and executive-ready reporting, driving customer satisfaction and business outcomes.

You will collaborate with the Speech Analytics and Insight Manager to outline deliverables that enhance the Member, Provider, and Specialist

Qualifications

• Bachelor degree in Program Management, Business Analysis, or equivalent.
• Minimum 2 years of healthcare payer customer service experience preferred.
• Proficiency in Excel, PowerPoint, and CoPilot Studio required.
• Strong critical thinking, problem-solving, journey mapping, and storytelling.
• Experience creating agentic experiences and dashboards is preferred.
• Ability to analyze processes and propose improvements.
• Excellent written and verbal communication; strong interpersonal skills.
• Self-directed learner to stay updated on technologies.

Responsibilities

• Leverage data to understand the customer journey and identify friction points for improvements.
• Develop actionable insights and executive-ready reports.
• Use AI-enabled tools to enhance insight generation and productivity.
• Create compelling visual stories with dashboards and presentations for executives.
• Develop dashboards, scorecards, and recurring performance reports.
• Research industry best practices and benchmarks to inform improvements.
• Collaborate with cross-functional teams to translate insights into actions.
• Monitor effectiveness of solutions and provide feedback for optimization.
• Contribute to closed-loop feedback processes to improve satisfaction and loyalty.

Skills

Data analysis

Excel

PowerPoint

Journey mapping

Storytelling

Dashboards

Analytical thinking

Cross-functional collaboration

Education

Bachelor's degree in Program Management or Business Analysis

Tools

CoPilot Studio

Excel

PowerPoint

Job description

Concentrix Philippines seeks a Voice of the Customer Insights Analyst to leverage customer feedback, journey insights, analytics, and AI-enabled tools. You will partner with customer care and service-excellence teams to transform complex data into actionable recommendations and executive-ready reporting, driving customer satisfaction and business outcomes.

You will collaborate with the Speech Analytics and Insight Manager to outline deliverables that enhance the Member, Provider, and Specialist