Netflix

4 weeks ago

Researcher, Customer Service Insights - APAC

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 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

Glassdoor: 4.1

Website LinkedIn Glassdoor

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Netflix

4 weeks ago

Researcher, Customer Service Insights - APAC

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

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

Glassdoor: 4.1

Website LinkedIn Glassdoor