Researcher, Customer Service Insights - APAC

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.