Manager, Customer Service Insights

Job Description

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? Do you have excellent project and people management skills?

The CS Insights team generates actionable insights by analyzing the voice of the customer to enhance the Netflix product experience and customer service. The Netflix Customer Service (CS) Insights team is looking for a CS Insights Manager in Sao Paulo. The role will report into the Global Manager of Customer Service Insights. They will be a part of a global team of analysts from around the world and manage a small team of junior analysts.

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

Responsibilities

Managing projects and teams
• Run global projects with multiple team members and stakeholders who may either be local or global
• Work in a consultative fashion with stakeholders to define project approach, address roadblocks, and deliver insights that drive action
• Develop project plans and apply project management rigor to meet deadlines
• Coach and guide junior team members on methodology, writing, and stakeholder interactions
• Build team skills and share best practices with other CS Insights Managers in APAC and EMEA
• Support the Global Manager with special initiatives to develop and deliver CS insights
• Build relationships with local CS stakeholders

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
• Facilitate focus groups and conduct individual interviews to surface additional qualitative insights
• Leverage a multiple of data sources to help tell a comprehensive story that marries qualitative and quantitative findings

Communicating actionable insights & trends:
• Craft clear, compelling, and concise stories from customer analysis in business English
• Guide and coach junior team members to help them also tell clear, compelling and concise stories
• Present analysis to key stakeholders within CS

Qualifications
• Solid experience in a research and/or analysis role
• Skilled at analyzing large qualitative datasets and summarizing key insights
• Data saviness and experience in quantitative data analysis
• Prior experience analyzing customer insights
• Experience managing global projects
• Experience coaching junior team members
• Self starter, able to work independently in a distributed, global fashion
• Excellent written and oral communication skills in English
• Ability to read, speak and understand call recordings in English, Spanish and Portuguese

Additional Details
• Normal business hours with exceptions
• Must be willing to travel 25%

Jobcode: Reference SBJ-d2302y-18-217-144-32-42 in your application.