Research Analyst - Voice of Customer (VoC) (INTL)

We are seeking a highly motivated and analytical Customer Experience Analytics & Research Consultant to support strategic customer experience initiatives. This role requires a unique blend of Customer Experience (CX), Market Research, Survey Programming, Advanced Analytics, and AI/ML expertise.

The ideal candidate will have hands-on experience managing Voice of Customer (VoC) programs, designing and programming surveys, analyzing customer feedback and behavioral data, and leveraging advanced analytics and AI/ML techniques to generate actionable insights that improve customer satisfaction, engagement, and business outcomes.

This is a hybrid role reporting into the Chennai, India location 3 days per week. Key Responsibilities below but not limited to:

Customer Experience & Voice of Customer (VoC)

Analyze customer feedback across surveys, support interactions, digital channels, and other customer touchpoints.
Identify key drivers of customer satisfaction, loyalty, engagement, adoption, and retention.
Support customer journey analysis and recommend experience improvements based on data-driven insights.
Design and maintain CX dashboards, scorecards, and reporting frameworks.
Drive closed-loop feedback initiatives and help measure the impact of CX improvement programs.

Market Research & Customer Insights

Design and execute quantitative and qualitative research studies.
Conduct customer segmentation, persona development, and journey analysis.
Analyze market trends, customer needs, and competitive benchmarks.
Synthesize research findings into clear recommendations for business stakeholders.

Survey Design & Programming

Design, program, test, and deploy customer surveys using platforms such as Qualtrics, Forsta, Medallia, or similar tools.
Develop advanced survey logic including branching, display logic, quotas, randomization, and multilingual surveys.
Ensure survey quality through testing, validation, and response quality checks.
Manage end-to-end survey deployment and reporting processes.
Customize surveys using JavaScript, HTML, and CSS to support advanced functionality and user experience requirements.

Advanced Analytics & AI/ML

Analyze structured and unstructured customer data to uncover actionable insights.
Build predictive models for customer satisfaction, retention, churn, and engagement.
Apply machine learning and statistical techniques such as segmentation, regression, driver analysis, and forecasting.
Utilize AI and Generative AI capabilities to enhance customer insight generation and reporting.
Partner with business teams to identify and prioritize opportunities for customer experience improvement.

Data Visualization & Storytelling

Develop dashboards and reports using Power BI, Tableau, Looker, or similar tools.
Present findings and recommendations through compelling data storytelling.
Communicate complex analytical insights effectively to technical and non-technical stakeholders.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Bachelor's or Master's degree in Business, Marketing, Statistics, Data Science, Economics, Engineering, or a related field.
4–8 years of experience in Customer Experience, Market Research, Customer Insights, Survey Research, Analytics, or related disciplines.
Hands-on experience with survey platforms such as Qualtrics, Forsta, Medallia, Alchemer, or QuestionPro.
Strong survey programming expertise, including advanced survey logic, quotas, panel management, and deployment.
Working knowledge of JavaScript, HTML, and CSS for survey customization and scripting.
Strong proficiency in SQL and Python/R for data analysis and modeling.
Experience with CX metrics and methodologies including NPS, CSAT, CES, Customer Journey Mapping, and Voice of Customer programs.
Strong analytical and problem-solving skills with experience working on large and complex datasets.
Excellent communication, presentation, and stakeholder management skills.

Experience supporting global customer experience or customer insights programs.
Knowledge of text analytics, sentiment analysis, Natural Language Processing (NLP), and AI-driven customer insights.
Experience with cloud-based data platforms such as Snowflake, BigQuery, Databricks, AWS, Azure, or GCP.
Familiarity with customer health scoring, churn prediction, attribution modeling, or customer lifetime value analysis.
Experience building self-service analytics solutions and executive dashboards.
Exposure to Generative AI and Large Language Models (LLMs) for insight generation and customer analytics

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.