Customer Insight Analyst

 

Customer Insight Analyst
Services Provided (Role Overview)
The Customer Insight Analyst is responsible for transforming customer feedback and behavioral data into actionable insights that drive business decisions and improve customer experience. This role analyzes structured and unstructured data sources—including surveys, support tickets, reviews, and social channels—to identify trends, sentiment, and opportunities. Leveraging advanced analytics and AI-powered tools (e.g., NLP, text analytics, LLM-based summarization), the analyst delivers clear, data-driven recommendations to stakeholders across product, marketing, and operations teams.

Qualifications

Bachelor''s degree in Analytics, Data Science, Marketing, Business, or related field (or equivalent experience)
3–6+ years of experience in customer insights, market research, or data analytics
Experience analyzing customer feedback data (surveys, NPS, VOC programs, call center transcripts, etc.)
Strong analytical skills with ability to identify patterns, correlations, and trends in large datasets
Familiarity with AI/ML tools for unstructured data analysis (e.g., NLP, sentiment analysis, LLM-based tools)
Experience using data visualization tools (Power BI, Tableau, Looker, etc.) to communicate insights
Proficiency in SQL, Excel, or Python for data manipulation and analysis (preferred)
Ability to synthesize complex findings into clear, business-friendly narratives
Strong stakeholder communication and collaboration skills across cross-functional teams
Experience working with CRM, customer support systems, or customer data platforms preferred

Deliverables / Key Responsibilities

Analyze customer feedback across multiple channels (surveys, reviews, support logs, social media) to identify trends, themes, and sentiment
Leverage AI tools to process and summarize large volumes of unstructured text data (e.g., transcripts, open-ended feedback)
Develop dashboards and reports that track key customer metrics (CSAT, NPS, sentiment, churn signals, etc.)
Perform root cause analysis to uncover drivers of customer satisfaction or dissatisfaction
Partner with product, marketing, and CX teams to translate insights into actionable recommendations
Build and maintain customer segmentation models to highlight key personas and behaviors
Monitor ongoing trends and provide proactive insights on emerging customer issues or opportunities
Present findings and recommendations to stakeholders in a clear, concise, and executive-ready format
Ensure data quality and integrity across customer data sources and analytics workflows