Researcher, Customer Service Insights - APAC
Customer Service
Metro Manila, Philippines
Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.
About the Role
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.
We're looking for someone curious, analytical, detail oriented and passionate about customer experience — we are looking for an expert storyteller who communicates with clarity in English.
Responsibilities
Gathering and analyzing customer feedback
Design and execute ad hoc research projects using either or both 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
Communicating actionable insights & trends
Craft clear, compelling, and concise stories from customer analysis
Leverage multiple data sources to tell a comprehensive story that ties qualitative and quantitative findings
Present analysis to key stakeholders within CS and other relevant stakeholders
Turn complex business issues into simple and actionable recommendations
Collaborate with CS Insights peers to develop and share best practices across regions
Collaborate with CS stakeholders to deepen understanding of customer experience to guide strategies in improving service delivery
Managing projects
Work in a consultative fashion with stakeholders to define the project approach, address roadblocks, and deliver insights that drive action
Liaise with CS partners and resources in executing projects
Develop project plans and apply project management rigor to meet deadlines
Collaborate with various stakeholders and partners within the CS organization
Qualifications
Education and Experience
Bachelor’s degree in the field of research, statistics, marketing, or other related social sciences
5+ years of work experience in a market research and/or analyst role is required
Technical Skills
Able to analyze large quantitative datasets and summarize key insights is required
Data savvy and experienced in quantitative data analysis using Excel, PowerBI or Tableau
Substantial experience in undertaking the end-to-end process of customer/consumer research (e.g. questionnaire design, data processing and analysis, report writing and presentation)
Proficient in using statistical software/ analysis such as SPSS, R or Python is a plus
Core Competencies
Strong analytical and critical thinking skills
Excellent written and verbal communication skills in English
Strong attention to detail and comfort working with large data sets
Excellent presentation skills
Strong ability to synthesize findings into clear, concise and actionable summaries
Collaborative and openness towards feedback and critique
Nice to Have
Experience with Airtable or any project management tool is a plus
Prior experience analyzing customer service and/or voice of customer data is a plus
Basic qualitative research experience (interviews, focus groups, transcript review)
Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.
We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.