Voice of the Customer (VoC) Insights Analyst

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

About the role

Are you passionate about understanding customer experiences and improving service quality? Join us as a Voice of the Customer (VoC) Insights Analyst! In this strategic role, you will be responsible for collecting, analysing and interpreting customer feedback data to provide actionable insights that inform business decisions and drive customer satisfaction improvements. You will serve as a key bridge between customer sentiment and organisational strategy, transforming raw customer data into compelling narratives that guide product development, service enhancements and customer experience initiatives.

Key responsibilities

• Collect and consolidate customer feedback from multiple channels including surveys, interviews, focus groups, social media and customer support interactions
• Analyse qualitative and quantitative customer data to identify trends, patterns and key themes in customer sentiment and behaviour
• Prepare comprehensive reports and dashboards that communicate VoC findings to stakeholders across all organisational levels
• Develop and maintain customer feedback tracking systems and processes to ensure consistent data collection and analysis
• Collaborate with cross-functional teams including product, marketing and customer service to translate insights into actionable recommendations
• Conduct root cause analysis on customer pain points and satisfaction gaps
• Present findings and recommendations to senior management and support implementation of VoC-driven initiatives
• Monitor competitor sentiment and market trends through customer feedback analysis
• Establish and track key VoC metrics and customer satisfaction indicators
• Assist in designing customer research methodologies and survey instruments

What we're looking for

Bachelor's degree in Marketing, Business, Communications, Psychology, Statistics or a related field2-4 years of experience in market research, customer insights, data analysis or a similar analytical role

• Strong proficiency in qualitative and quantitative research methodologies
• Advanced Excel skills with the ability to manipulate, analyse and visualise data effectively
• Experience with customer feedback platforms, survey tools or VoC software (such as Qualtrics, SurveyMonkey or similar tools) is highly desirable
• Excellent written and verbal communication skills with the ability to translate complex data into clear, actionable insights
• Strong attention to detail and ability to work with large datasets accurately
• Proficiency in data visualisation tools and techniques to present findings compellingly
• Demonstrated ability to work collaboratively in cross-functional team environments
• Analytical mindset with strong problem-solving capabilities
• Experience with statistical analysis software such as SPSS, R or Python is preferred but not essential
• Familiarity with customer experience frameworks and best practices is advantageous