Customer Experience Insights Analyst (Voice of Customer)

Job description

Job Title: Customer Experience Insights Analyst (Voice of Customer) Job Description We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. Join us and be part of this journey towards greater opportunities and brighter futures. The Voice of the Customer (VoC) Insights Analyst leverages customer feedback, journey insights, analytics, and AI-enabled tools to identify opportunities that improve customer experiences and operational performance. This role partners with stakeholders across customer care and service excellence functions to transform complex data into actionable recommendations, executive-ready reporting, and continuous improvement initiatives. By combining analytical rigor, storytelling, and innovation, the analyst helps drive customer satisfaction, loyalty, and business outcomes. Job Summary: The Voice of the Customer Insights Analyst collaborates with the Speech Analytics and Insights Manager to identify and outline deliverables that will improve the experience for our customers (Member & Provider), driving innovation and efficiencies within the call center. Essential Functions:  Leverage data to deeply understand a holistic view of the customer journey identifying friction points and recommended enhancements to ensure the Member, Provider and Specialist experience is industry-leading  Engage new methods, tools and automation for gathering Member, Provider and Specialist sentiment to deliver actionable insights and optimize efficiencies  AI fluency, including the ability to responsibly leverage generative AI, automation, and analytics tools to enhance insight generation, improve productivity, and support data-informed decision-making  Turn complex data into compelling visual stories, taking into consideration market-specific nuances, using PowerPoint charts, dashboards and presentations with clear and actionable insights that influence executive decision-making  Strong reporting capabilities, with demonstrated experience developing dashboards, scorecards, executive summaries, and recurring performance reports that translate data into clear business narratives  Support the Service Excellence Team in conducting research on industry best practices and benchmarks  Collaborate with cross-functional teams to ensure that insights are translated into actionable improvement initiatives  Monitor the effectiveness of implemented solutions and provide feedback for further optimizations  Continuously ask “why” and explore new ways to approach and solve problems, driving a culture of innovation  Build and sustain closed-loop feedback processes that drive measurable improvements in satisfaction, retention, and loyalty  Perform any other job-related instructions as requested Education and Experience:  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 Competencies, Knowledge and Skills:  Proficiency in Microsoft Excel, PowerPoint and CoPilot Studio is required  Critical thinking, creative problem-solving, knowledge and experience with journey mapping and storytelling (personas, journey mapping), strongly preferred  Experience creating agentic experiences that proactively anticipate user needs, adapt in real time, and deliver personalized healthcare solutions, strongly preferred  Ability to analyze processes and produce recommendations for improvements is required  Ability to develop, prioritize and accomplish goals  Ability to keep current on technologies through self-directed learning  Excellent written and verbal communication skills  Strong interpersonal and active listening skills Licensure and Certification:  None Working Conditions:  Ability to travel as required by the needs of the business Location: PHL NCR Makati Work-at-Home Language Requirements: Time Type: Full time