Researcher, Customer Service Insights - APAC

Netflix
Manila
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Analytical","Critical thinking","Written communication","Verbal communication","Presentation","Attention to detail","Synthesis","Collaboration","Openness to feedback"]

Use customer feedback data to generate actionable insights that improve Netflix’s customer service and product experience across APAC. Design quantitative and qualitative research projects, analyze large datasets via metrics dashboards, and identify themes from call recordings and transcripts. Synthesize findings into clear, compelling stories and recommendations for CS and cross-functional stakeholders, while managing project plans and collaborating with CS partners to drive action.

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FursaFursa
Netflix
Netflix
2 months ago

Researcher, Customer Service Insights - APAC

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Last checked: 19 hours agoStatus: Live

Job Summary

Use customer feedback data to generate actionable insights that improve Netflix’s customer service and product experience across APAC. Design quantitative and qualitative research projects, analyze large datasets via metrics dashboards, and identify themes from call recordings and transcripts. Synthesize findings into clear, compelling stories and recommendations for CS and cross-functional stakeholders, while managing project plans and collaborating with CS partners to drive action.
Location: Manila
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Design and execute ad hoc research projects using quantitative and qualitative methodologies to improve external and internal CS experience.
  • •Use metrics dashboards and data tools to identify subsets of CS contacts across regions, languages, and customer segments.
  • •Review call recordings and/or chat and call transcripts to identify themes and analyze friction points in the customer journey.
  • •Craft clear, compelling stories from customer analysis, tying qualitative and quantitative findings into actionable recommendations.
  • •Manage research projects by defining approaches with stakeholders, addressing roadblocks, developing project plans, and delivering insights on deadlines.

Key Requirements

  • •Bachelor’s degree in research, statistics, marketing, or a related social science field.
  • •5+ years of work experience in market research and/or an analyst role.
  • •End-to-end customer/consumer research experience (e.g., questionnaire design, data processing, analysis, reporting, and presentations).
  • •Ability to analyze large quantitative datasets and summarize key insights.
  • •Proficiency with statistical software such as SPSS, R, or Python (Python/R are a plus).
Experience:5+ years
Education:Bachelor's in research, statistics, marketing, or other related social sciences
Skills:AnalyticalCritical thinkingWritten communicationVerbal communicationPresentationAttention to detailSynthesisCollaborationOpenness to feedback
Languages:English
Tech Stack:ExcelPowerBITableauSPSSRPythonAirtable

Company Brief

Netflix
Global subscription streaming service that produces and distributes movies, TV series, and games across multiple devices, operating worldwide with extensive original content and localized offerings.
Industry: Streaming Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Los Gatos, United States
Founded: 1997
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Glassdoor: 4.1
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