Own data integrity and AI-driven tagging/automation pipelines, ensuring accurate, consistent, and scalable processing of customer feedback data.
Support the VOC Operations Lead by building systems, dashboards, automations, and processes that reduce manual workload and streamline feedback monitoring.
Partner closely with the Manager of VoC to analyze trends, produce reports, uncover patterns, and prepare insight packages for stakeholders and decision makers.
Design and maintain automated dashboards and reporting, enabling visibility into customer-identified defects, themes, sentiment, and experience trends.
Conduct deep dive analyses to uncover patterns, root causes, and actionable insights from digital feedback datasets.
Manage and optimize digital NPS surveys and sentiment measurement, ensuring reliable data capture and meaningful insight generation.
Develop reporting frameworks and insight narratives that guide product, engineering, and business decision making.
Exercise strong autonomy and creative problem solving, owning your processes, continuously improving them, and introducing new tools or techniques that drive efficiency.
Champion the voice of the customer, embedding insights into prioritization, planning, and product development processes.
COMPETENCIES
Core Competencies (Must-have Competencies)
Technical Skills
Proficiency in Python for data processing, automation, and model development.
Advanced experience with Power BI for dashboard creation, data modeling, and automated reporting.
Strong SQL skills for building and optimizing complex queries and data pipelines.
Analytical & Reporting Skills
Ability to conduct deepdive investigations into customer behaviors, themes, and sentiment trends.
Experience building dashboards, scorecards, and reporting used by leadership and cross-functional partners.
Skilled at translating complex data into concise, compelling insight narratives.
Strong problem-solving skills, with experience in rootcause and trend analysis.
Leadership & Collaboration
Experience collaborating directly with a Manager of VoC or similar insight leaders to produce executive-ready reports and recommendations.
Strong communication skills, comfortable presenting insights to stakeholders and business decisionmakers.
Demonstrated ability to work autonomously, take ownership, and introduce innovative, self-led improvements.
Ability to work effectively with Product, Engineering, Digital, and CX teams.
Customer-centric mindset with a focus on driving actionable improvement.
Complementary Competencies
Familiarity with Google Gemini and modern generative AI systems to support automation and insight generation.
Knowledge of clustering and deep learning algorithms (e.g., Kmeans, DBSCAN, CNNs, LSTMs) for advanced pattern identification and feedback analysis.
Ability to research, evaluate, and implement emerging AI/ML tools and automation platforms to reduce manual workload and optimize data operations.
Experience with structured/unstructured data, NLP, and sentiment analysis models.
Work Conditions
Work Setup: Work From Home
Schedule: 4:00 AM 1:00 PM EST / 4:00 PM 1:00 AM Philippine Time. When Daylight Saving Time ends, the Philippine work hours will adjust to 5:00 PM 2:00 AM.
Flexibility: On occasion, the employee may be required to attend meetings or presentations outside the regular schedule. These instances will be communicated in advance, and the client has emphasized the need for flexibility when such situations arise.
