Customer Insight Analyst

Customer Insight AnalystServices Provided (Role Overview)The Customer Insight Analyst is responsible for transforming customer feedback and behavioral data into actionable insights that drive business decisions and improve customer experience. This role analyzes structured and unstructured data sources—including surveys, support tickets, reviews, and social channels—to identify trends, sentiment, and opportunities. Leveraging advanced analytics and AI-powered tools (e.g., NLP, text analytics, LLM-based summarization), the analyst delivers clear, data-driven recommendations to stakeholders across product, marketing, and operations teams.QualificationsBachelor's degree in Analytics, Data Science, Marketing, Business, or related field (or equivalent experience)3–6+ years of experience in customer insights, market research, or data analyticsExperience analyzing customer feedback data (surveys, NPS, VOC programs, call center transcripts, etc.)Strong analytical skills with ability to identify patterns, correlations, and trends in large datasetsFamiliarity with AI/ML tools for unstructured data analysis (e.g., NLP, sentiment analysis, LLM-based tools)Experience using data visualization tools (Power BI, Tableau, Looker, etc.) to communicate insightsProficiency in SQL, Excel, or Python for data manipulation and analysis (preferred)Ability to synthesize complex findings into clear, business-friendly narrativesStrong stakeholder communication and collaboration skills across cross-functional teamsExperience working with CRM, customer support systems, or customer data platforms preferredDeliverables / Key ResponsibilitiesAnalyze customer feedback across multiple channels (surveys, reviews, support logs, social media) to identify trends, themes, and sentimentLeverage AI tools to process and summarize large volumes of unstructured text data (e.g., transcripts, open-ended feedback)Develop dashboards and reports that track key customer metrics (CSAT, NPS, sentiment, churn signals, etc.)Perform root cause analysis to uncover drivers of customer satisfaction or dissatisfactionPartner with product, marketing, and CX teams to translate insights into actionable recommendationsBuild and maintain customer segmentation models to highlight key personas and behaviorsMonitor ongoing trends and provide proactive insights on emerging customer issues or opportunitiesPresent findings and recommendations to stakeholders in a clear, concise, and executive-ready formatEnsure data quality and integrity across customer data sources and analytics workflows