VoC Insights Analyst: Shape Customer Experience Strategy

Concentrix Philippines; Makati; On-site; PHP 400,000 - 700,000; Full time

Job summary

Concentrix Philippines is seeking a Voice of the Customer (VoC) Insights Analyst to collect, analyse, and interpret customer feedback data to drive satisfaction improvements. You will translate raw data into actionable narratives guiding product and service enhancements.

You will collaborate with cross-functional teams, develop dashboards, track VoC metrics, and support survey design. A degree in Marketing or related field and 2–4 years of experience are required.

Qualifications

• Bachelor's degree in Marketing, Business, Communications, Psychology, Statistics or a related field.
• 2-4 years of experience in market research, customer insights, data analysis or similar analytical role.
• Advanced Excel skills for data manipulation, analysis and visualization.
• Experience with VoC platforms (Qualtrics, SurveyMonkey) is highly desirable.

Responsibilities

• Collect and consolidate customer feedback from surveys, interviews, focus groups, social media, and support interactions.
• Analyse qualitative and quantitative data to identify trends, themes and sentiment.
• Prepare reports and dashboards communicating VoC findings to stakeholders across the organization.
• Develop and maintain customer feedback tracking systems to ensure consistent data collection.

Skills

Analytical thinking

Cross-functional teamwork

Communication skills

Data visualization

Problem solving

Attention to detail

Education

Bachelor's degree in Marketing or related field

Tools

Qualtrics

SurveyMonkey

SPSS/R/Python

Excel

Job description

Concentrix Philippines is seeking a Voice of the Customer (VoC) Insights Analyst to collect, analyse, and interpret customer feedback data to drive satisfaction improvements. You will translate raw data into actionable narratives guiding product and service enhancements.

You will collaborate with cross-functional teams, develop dashboards, track VoC metrics, and support survey design. A degree in Marketing or related field and 2–4 years of experience are required.