Customer Service Insights Manager, EMEA

4 weken geleden

Amsterdam, Noord-Holland, Nederland Netflix Voltijd
Job Title: Customer Service Insights Manager, EMEA

We are seeking a highly skilled Customer Service Insights Manager to join our team in EMEA. As a key member of our Customer Service organization, you will be responsible for analyzing customer feedback and providing actionable insights to drive business growth.

Key Responsibilities:

  • Analyze customer feedback through quantitative data analysis, live contact analysis, agent focus groups, or other methods.
  • Work in a consultative fashion with stakeholders to define project approach, address roadblocks, and deliver actionable insights.
  • Leverage multiple data sources to help tell a comprehensive story that marries qualitative and quantitative insights.
  • Proactively build relationships and stay informed of developments within the business and share relevant information.
  • Proactively highlight research opportunities in line with business or CS needs.
  • Manage and coordinate projects across multiple geographies and stakeholders.
  • Work with a team of external quality analysts for research support.
  • Coach and guide junior researcher(s) on methodology, analysis, storytelling, presentation and stakeholder management.
  • Build team skills, prioritize projects, and share best practices with APAC and LATAM peers.

Requirements:

  • Strong reporting skills (SQL or Tableau experience preferred but not required)
  • Excellent analytical skills, working with large qualitative and quantitative datasets and summarizing key insights
  • Strong ability to translate complex data into impactful actions
  • Excellent collaboration skills
  • Excellent communication skills, both written and spoken
  • Excellent presentation skills
  • Excellent business English
  • Strong research and/or analysis experience
  • Prior experience analyzing consumer insights
  • Project management experience
  • Coaching experience
  • Customer journey experience is a plus
  • Exposure to large scale CS operations is a plus

We are an equal opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status or disability status.

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