VoC Insights Analyst: Elevate Customer Experience

Concentrix; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Concentrix is hiring a Voice of the Customer Insights Analyst (VoC) to transform customer feedback and journey insights into actionable improvements. You will partner with care and service teams to deliver executive-ready reporting and continuous improvement initiatives.

The role requires a BS in Program Management or Business Analysis and 2+ years in healthcare payer customer service. Proficiency in Excel, PowerPoint, and AI-enabled tools is essential for success.

Qualifications

• Proficiency in Excel, PowerPoint, and CoPilot Studio is required.
• Strong storytelling and journey-mapping skills to translate data into insights.
• Experience analyzing healthcare payer data and customer journeys is preferred.

Responsibilities

• Leverage data to understand the customer journey, identify friction points, and recommend enhancements.
• Develop dashboards, scorecards, and executive summaries that translate data into business insights.
• Collaborate with cross-functional teams to turn insights into actionable improvements.
• Apply AI, automation, and analytics to enhance insight generation and decision-making.
• Present findings with clear narratives to inform leadership and drive decisions.

Skills

Excel

PowerPoint

CoPilot Studio

Journey mapping

Storytelling

Data visualization

Analytical thinking

Education

Bachelor's degree in Program Management/Business Analysis

Tools

CoPilot Studio

Job description

Concentrix is hiring a Voice of the Customer Insights Analyst (VoC) to transform customer feedback and journey insights into actionable improvements. You will partner with care and service teams to deliver executive-ready reporting and continuous improvement initiatives.

The role requires a BS in Program Management or Business Analysis and 2+ years in healthcare payer customer service. Proficiency in Excel, PowerPoint, and AI-enabled tools is essential for success.