Voice of Customer (VoC) Analyst

The Voice of Customer (VoC) Analyst is responsible for collecting, analysing and interpreting customer feedback across multiple touchpoints to improve the overall customer experience. The role involves identifying customer needs, pain points, sentiment trends and service improvement opportunities, translating findings into actionable, data-driven recommendations.

The successful candidate will work closely with the Customer Experience, Product, Marketing, Operations and Customer Service teams to support customer-centric decision-making, improve service delivery and strengthen customer satisfaction and retention.

Key Duties and Responsibilities

• Collect and analyse customer feedback from surveys, reviews, customer support interactions, social media and other relevant channels.
• Develop and maintain Voice of Customer dashboards, reports and data visualisations for management and other stakeholders.
• Identify customer pain points, emerging trends and opportunities for improvement through qualitative and quantitative analysis.
• Monitor and report on key customer experience metrics, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT) and Customer Effort Score (CES).
• Collaborate with Product, Marketing, Operations and Customer Service teams to prioritise customer-driven improvements to products, services and processes.
• Implement and optimise Voice of Customer programmes to ensure continuous collection and monitoring of customer sentiment.
• Support closed-loop feedback processes by ensuring customer concerns are escalated, followed up and resolved within appropriate timelines.
• Translate customer feedback and analytical findings into clear, actionable business recommendations.
• Monitor customer complaints and churn trends to identify recurring issues and support customer retention initiatives.
• Prepare and present regular reports on customer feedback, satisfaction trends and the impact of customer experience improvement initiatives.
• Maintain data quality, accuracy and consistency across customer feedback collection and reporting processes.
• Stay informed about industry best practices, customer experience methodologies and emerging Voice of Customer technologies.

Educational and Professional Requirements

• Bachelor's degree in Business Administration, Marketing, Data Analytics, Customer Experience or a related field.
• 2–5 years of relevant experience in Voice of Customer analysis, customer insights, customer experience, data analytics or market research.
• Experience supporting customer feedback programmes, customer experience teams or service improvement initiatives will be an advantage.

Technical and Analytical Skills

• Proficiency in Voice of Customer platforms, such as SurveyMonkey, or similar customer feedback tools.
• Strong analytical skills, including customer sentiment analysis, text analytics and trend identification.
• Experience using data visualisation and reporting tools such as Microsoft Excel, Power BI, Tableau or Google Data Studio.
• Ability to interpret customer experience metrics, including NPS, CSAT, CES and customer churn.
• Knowledge of statistical analysis, research methodologies and quantitative and qualitative data analysis.
• Understanding of customer journey mapping, experience design, digital customer experience and service improvement practices.
• Ability to convert complex customer feedback into meaningful insights and practical business recommendations.

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