Researcher, Customer Service Insights

Alphaville, Brazil- Overview
- Are you passionate about customer experience? Do you find yourself thinking about how customer interactions could be improved? Are you experienced in analyzing qualitative and quantitative data and threading them together to tell a compelling story? Do you thrive on being part of a global team focusing on LATAM?
- The Netflix Customer Service (CS) Insights team is looking for a Researcher for Customer Service Insights in Alphaville. The CS Insights team generates actionable insights by analyzing the voice of the customer to enhance the Netflix product experience and customer service. The role will report to the Customer Service Insights Manager based in São Paulo. They will join a team of global researchers located around the world.

**Responsibilities**:

- Gathering and analyzing customer feedback:

- Listen to call recordings and review chat and call transcripts to identify themes in the customer experience and analyze points of friction related to the customer journey.
- Design and execute ad hoc research projects using various quantitative and qualitative methodologies to improve external and internal CS performance and experience.
- Leverage metrics dashboards and data tools to detect subsets of CS contacts to analyze across regions, languages, and customer segments.
- Communicating actionable insights & trends:

- Craft clear, compelling, and concise stories from customer analysis in business English.
- Leverage multiple data sources to help tell a comprehensive story that marries qualitative and quantitative findings.
- Present analysis to key stakeholders within CS.
- Turn complex business issues into simple and actionable recommendations.
- Collaborate with CS Insights peers to develop and share best practices across regions.
- Managing projects:

- Work in a consultative fashion with stakeholders to define the project approach, address roadblocks, and deliver insights that drive action.
- Collaborate with various stakeholders and partners within the CS organization.

**Qualifications**:

- Bachelor’s degree in the field of research, marketing, or other related social sciences.
- 3+ years of work experience in a research and/or analysis role is required.
- Experience on both the "client-side" and "supplier/vendor side" of research is preferred.
- Able to analyze large quantitative datasets and summarize key insights into themes required.
- Data savviness and experience in quantitative data analysis using Excel or Tableau are required.
- Prior experience in customer service and/or the voice of customer data is a plus.
- Excellent written and oral communication skills in English, Spanish, and Portuguese.
- Some experience executing qualitative research is a plus.
- Experience with SQL is a plus.
- Additional Details:

- Hybrid work arrangement.