Voice of Customer Insights Analyst - Data-Driven CX

Concentrix; Philippines; On-site; PHP 500,000 - 800,000; Full time

Job summary

Concentrix Philippines is seeking a Customer Experience Insights Analyst (Voice of Customer) to partner with the Speech Analytics and Insights teams to identify deliverables that improve the customer experience for members and providers. The role drives innovation and efficiencies within the call center and delivers actionable insights.

You will leverage data, build dashboards and visual stories using PowerPoint charts and dashboards, and explore AI-enabled tools to enhance insight generation

Qualifications

• BS in Program Management, Business Analysis or equivalent experience.
• Minimum 2 years in customer service related to healthcare payer preferred.
• Proficiency with Excel, PowerPoint and CoPilot Studio.

Responsibilities

• Leverage data to understand the customer journey and identify friction points.
• Develop dashboards, scorecards, and executive summaries.
• Collaborate with cross-functional teams to translate insights into improvements.

Skills

Excel

PowerPoint

CoPilot Studio

Critical thinking

Storytelling

Education

BS in Program Management/Business Analysis

Tools

PowerPoint

CoPilot Studio

Job description

Concentrix Philippines is seeking a Customer Experience Insights Analyst (Voice of Customer) to partner with the Speech Analytics and Insights teams to identify deliverables that improve the customer experience for members and providers. The role drives innovation and efficiencies within the call center and delivers actionable insights.

You will leverage data, build dashboards and visual stories using PowerPoint charts and dashboards, and explore AI-enabled tools to enhance insight generation