Customer Service Insights Analyst

Netflix is one of the world’s leading entertainment services with 283 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

The Role

Researcher, Customer Service Insights - LatAm

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 with focus in LatAm?

The Netflix Customer Service (CS) Insights team is looking for a Researcher for Customer Service Insights in São Paulo. 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.

Candidates must demonstrate that they are curious and analytical, passionate about customer experiences, and expert storytellers. They must be an excellent communicator in both written and spoken English.

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 adhoc research projects using various quantitative and qualitative methodologies to improve external and internal CS 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.

Develop project plans and apply project management rigor to meet deadlines.

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.

5+ 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

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.