VoC Insights Strategist

Concentrix; Metro Manila; On-site; PHP 600,000 - 850,000; Full time

Job summary

Concentrix is seeking a Customer Experience Insights Analyst (Voice of Customer) to leverage customer feedback and journey analytics to identify opportunities that improve experiences and operational performance. The role partners with customer care and service excellence functions to transform complex data into actionable recommendations and executive-ready reporting.

The candidate will combine analytical rigor with storytelling to drive customer satisfaction and loyalty, collaborating with

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.
• Strong storytelling and journey-mapping skills are strongly preferred.
• Ability to translate data into actionable insights and executive-ready reporting.

Responsibilities

• Leverage data to understand the customer journey and identify friction points and enhancements.
• Develop dashboards, scorecards, and executive summaries for stakeholders.
• Collaborate with cross-functional teams to turn insights into action.
• Utilize AI and automation tools to improve insight generation and productivity.
• Create compelling visual stories with clear, actionable insights for executives.

Skills

Excel

PowerPoint

CoPilot Studio

Journey mapping

Storytelling

Data analysis

Communication

Education

Bachelor of Science in Program Management or Business Analysis

Tools

CoPilot Studio

Job description

Concentrix is seeking a Customer Experience Insights Analyst (Voice of Customer) to leverage customer feedback and journey analytics to identify opportunities that improve experiences and operational performance. The role partners with customer care and service excellence functions to transform complex data into actionable recommendations and executive-ready reporting.

The candidate will combine analytical rigor with storytelling to drive customer satisfaction and loyalty, collaborating with