Researcher, Customer Service Insights - APAC

Overview

Netflix Customer Service Insights (CSI) team is looking for a Researcher based in Manila. You'll generate actionable insights by analyzing the voice of the customer to enhance and guide the Netflix product and customer service experience. This role will be reporting to the CS Insights Manager and be part of a global team.

Responsibilities

• Gathering and analyzing customer feedback
• Design and execute ad hoc research projects using quantitative and qualitative methodologies to improve external and internal CS experience
• Leverage metrics dashboards and data tools to detect subsets of CS contacts to analyze across regions, languages, and customer segments
• Listen to call recordings and/or review chat and call transcripts to identify themes in the customer experience and analyze points of friction related to the customer journey
• Communicate actionable insights & trends: craft clear, compelling, and concise storie...