Researcher, Customer Service Insights - APAC
Core
Generate actionable insights by analyzing customer feedback (voice of the customer) to enhance Netflix's product and customer service experience.
Role type
Senior Customer Service Insights Researcher
Builds
Actionable insights and recommendations for the Customer Service team and product strategy
Domain
Entertainment streaming / Customer Experience / Market Research
Deliverable
dashboards & analysis
Required skills
quantitative data analysis, qualitative research design, statistical analysis, data visualization, project management, stakeholder communication
Preferred skills
Python, R, SPSS, Airtable, Voice of Customer (VoC) analysis, basic qualitative research
Technologies
Excel, PowerBI, Tableau, SPSS, R, Python
Responsibilities
Design and execute ad hoc research projects using quantitative and qualitative methodologies; Leverage metrics dashboards to detect subsets of CS contacts for analysis; Listen to call recordings and review transcripts to identify customer experience themes; Craft compelling stories from customer analysis; Present analysis to key stakeholders; Collaborate with CS stakeholders to guide service delivery strategies
Seniority
Senior, hands-on IC
