VoC & NPS Analyst — Hybrid (Remote-friendly)

Copeland; Quezon City; Hybrid; PHP 669,600 - 1,116,000; Full time

Benefits offered by this job

Flexible time off

Paid parental leave

Job summary

Copeland is seeking a Customer Experience Analyst (Voice of the Customer) to support the recurring VoC cycle, including rNPS and future tNPS. You will handle survey setup, sampling, reporting, and data extracts within governance boundaries.

The role requires collaboration with IT and operations to ensure data quality and actionable insight. You will build dashboards, generate KPI reports, and help prepare escalation packages for leadership review.

Qualifications

• Experience with VoC/NPS platforms and KPI reporting.
• Ability to build dashboards and reports from platform data.
• Strong data hygiene and issue logging.

Responsibilities

• Execute survey deployment setup in the VoC platform using approved rules and templates.
• Build emails and surveys in the platform following branding and governance.
• Support platform administration, including access updates and simple workflow maintenance.
• Perform day-to-day platform operations for recurring rNPS and future tNPS cycles.
• Triage platform issues, document impact, and escalate to the VoC Operations Lead or vendor.

Skills

VoC platform

Survey deployment

KPI reporting

Dashboarding

Tools

NPS platform

Data extraction

Job description

Copeland is seeking a Customer Experience Analyst (Voice of the Customer) to support the recurring VoC cycle, including rNPS and future tNPS. You will handle survey setup, sampling, reporting, and data extracts within governance boundaries.

The role requires collaboration with IT and operations to ensure data quality and actionable insight. You will build dashboards, generate KPI reports, and help prepare escalation packages for leadership review.