Customer Insights Analyst

ASSA ABLOY Opening Solutions Americas; Lake Forest (CA); Hybrid; USD 80,000 - 120,000; Full time

Benefits offered by this job

Discretionary bonus

Paid holidays (13)

Medical, dental, vision insurance

401(k) with employer matching

Job summary

ASSA ABLOY Opening Solutions Americas is seeking a Customer Insights Analyst – Voice of Customer (VoC) & Qualitative Insights to translate customer feedback into strategic actions. The role blends qualitative and quantitative research, leveraging tools like Qualtrics and Copilot to influence 40+ brands in the Americas.

Hybrid, Lake Forest, CA, with a salary range of $80,000–$120,000. You’ll build dashboards, craft executive-ready presentations, and partner with senior leaders to drive

Qualifications

• 3–6 years of experience in customer insights, market research, VoC, or related analytical role.
• 2+ years of Qualtrics experience with advanced proficiency in survey design, dashboarding, distribution, and reporting.
• Experience supporting or managing VoC programs (NPS, EODB, CSAT).
• Strong qualitative research skills including thematic coding, content analysis, and narrative synthesis.

Responsibilities

• Turn feedback into action by analyzing open-ended customer feedback with quantitative data to uncover themes and root causes.
• Connect quantitative and qualitative insights with metrics like NPS, EODB, CSAT.
• Build dashboards and automated reporting; create concise presentations for senior leadership.
• Leverage Copilot and Qualtrics Text iQ to accelerate analysis and improve insights workflows.

Skills

Customer insights

Qualitative research

Quantitative analysis

Executive presentations

Education

Bachelor’s degree in Market Research

Bachelor’s degree in Business

Bachelor’s degree in Communications

Tools

Qualtrics Text iQ

Copilot

Excel

PowerPoint

Job description

Customer Insights Analyst – Voice of Customer (VoC) & Qualitative Insights

Make your insights visible. Make the customer’s voice count.

Join ASSA ABLOY’s Corporate Customer Insights team to gather and translate customer feedback into insights that inform decisions across 40+ businesses and brands in the Americas. You’ll combine quantitative and qualitative research, customer experience metrics, and emerging AI tools to uncover what matters and communicate it clearly to senior leaders.

What You’ll Do

• Turn feedback into action: Analyze open-ended customer feedback along with quantitative data to uncover themes, patterns, and root causes, then translate what you learn into clear business recommendations.
• Bring the full customer story together: Connect quantitative and qualitative insights with metrics like NPS, EODB, and CSAT.
• Make insights easy to understand: Build dashboards and automated reporting, and create concise, compelling presentations for senior leadership.
• Help evolve how insights get done: Use tools like Copilot and Qualtrics Text iQ to accelerate analysis and identify opportunities to improve customer insights workflows.

What You’ll Bring

• 3–6 years of experience in customer insights, market research, VoC, or a related analytical role, plus a bachelor’s degree in Market Research, Business, Communications, or a related field.
• 2+ years of Qualtrics experience, with advanced proficiency in survey design, dashboarding, distribution, and reporting, along with experience supporting or managing VoC programs such as NPS, EODB, and CSAT.
• Strong qualitative research skills, including thematic coding, content analysis, and narrative synthesis, with experience combining qualitative and quantitative insights.
• Proficiency in Excel and PowerPoint, including creating executive-level presentations that make complex information clear.

Nice to have: Experience building dashboards or visualizations in Power BI or Tableau, and hands‑on experience using AI in customer insights workflows.

Location: Lake Forest, CA | Hybrid

Ready for the next step in your career? We’d like to meet you. We’re passionate about providing amazing opportunities and benefits so you can enjoy a lifelong career with us, including continuous professional development and an environment that fosters internal growth and mobility. The annualized salary for this role is $80,000-120,000, with final pay determined based on experience, skill level, and other qualifications for the role. You’ll have the opportunity to work with an incredibly passionate and intelligent team, build products and services that solve real-world problems, and make an impact by owning projects from start to finish. Benefits and additional compensation include eligibility for a discretionary bonus; paid sick and vacation time; 13 paid holidays; job-protected leave benefits in accordance with applicable law; medical, dental, vision, and life insurance; short- and long-term disability benefits; supplemental critical illness, hospital, accident, and indemnity coverage available for purchase; health and flexible savings accounts subject to eligibility requirements; a 401(k) plan with employer contributions and matching subject to plan eligibility requirements; tuition reimbursement; and employee discounts. All benefits and additional compensation are governed by applicable Company policies and plans as they currently exist and may be amended in the future.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law.

We are the ASSA ABLOY Group

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.