Voice of Customer (VOC) Insight Analyst

Plaud
Singapore
Workplace: OnsiteFull timeFunction: Data Analytics & Business IntelligenceSkills: ["Independent execution","Problem framing","Stakeholder communication","Data quality focus","Collaboration"]

Own Plaud’s VoC taxonomy and data-quality standards, defining issue categories, tagging rules, and quality checks for priority feedback sources. Independently frame and execute analysis to quantify CX issue scale, trends, and patterns by product line and issue type. Translate evidence into decision-ready recommendations for Product, Support, Ops, and Data/Engineering, while aligning shared CX definitions and measurement standards across teams. Use LLMs for topic grouping, sentiment detection, and draft synthesis, and document workflows for reproducible analysis.

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FursaFursa
Plaud
Plaud
1 hour ago

Voice of Customer (VOC) Insight Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Own Plaud’s VoC taxonomy and data-quality standards, defining issue categories, tagging rules, and quality checks for priority feedback sources. Independently frame and execute analysis to quantify CX issue scale, trends, and patterns by product line and issue type. Translate evidence into decision-ready recommendations for Product, Support, Ops, and Data/Engineering, while aligning shared CX definitions and measurement standards across teams. Use LLMs for topic grouping, sentiment detection, and draft synthesis, and document workflows for reproducible analysis.
Location: Singapore
Workplace: Onsite
Employment Type: Full time
Job Function: Data Analytics & Business Intelligence

Key Responsibilities

  • •Own the VoC taxonomy and data-quality standard, defining issue categories, tagging rules, and quality checks for priority feedback sources.
  • •Independently define business questions and segment/analyze patterns by product line and issue type to quantify CX issues and trends.
  • •Translate analytical evidence into decision-ready, prioritized findings and recommendations, separating systemic signal from noise and quantifying business impact.
  • •Drive cross-functional alignment on CX definitions and measurement standards so recurring issues can be tracked and acted on across teams.
  • •Use AI tools throughout (LLMs, clustering, summarization) to scale efficiency and document recurring workflows for reproducible analysis.

Pay and Benefits

Perks:Health InsuranceWica CoverageEsop

Key Requirements

  • •Hands-on analytical capability using SQL or a BI platform to validate, aggregate, segment, and analyze real customer/product/behavior datasets.
  • •Strong analytical reasoning to work through messy quantitative and qualitative evidence, identify missing information, test assumptions, and reach appropriately scoped conclusions.
  • •Domain experience in Customer Insights/VoC/CX/Support Analytics, Data/Product Analytics, or Product Operations with exposure to feedback data pipelines or customer evidence workflows.
  • •Ability to translate complex customer evidence into concise, evidence-based findings for non-analyst audiences (Product, Ops, CX, or management), both written and verbal.
  • •Independent in analysis and collaborative in execution: frame and run analysis, adjust recommendations to what partners can act on, and clearly document recurring work.
Experience:Customer insightsVoCCXSupport analyticsData analyticsProduct operations
Skills:Independent executionProblem framingStakeholder communicationData quality focusCollaboration
Tech Stack:SQLBI platformPythonAPIsLLMsClusteringSentiment detectionGeminiClaude Code

Company Brief

Plaud
Builds AI-native hardware and software note-taking devices and apps (Plaud NOTE, NotePin) that record, transcribe, summarize, and extract insights from conversations to boost professional productivity.
Industry: Hardware Devices
Company Size: Medium (51 to 250 employees)
Revenue: USD 100M to 250M
Growth: Scaleup
Funding: Bootstrapped
Headquarters: San Francisco, United States
Founded: 2021
WebsiteLinkedIn