Manager, Customer Service Insights (APAC)

Netflix is one of the world's leading entertainment services, with over 300 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.

Are you passionate about customer experience and operational excellence? Do you find yourself thinking about how customer interactions and agent experience could be improved? Are you experienced in analyzing qualitative and quantitative data, distilling actionable, relevant, and meaningful insights for the business?

We are looking for a dynamic CS Insights manager with great analysis and research experience. You are highly self-motivated, proactive, energetic, flexible, and humble. You come with strong operational and broad business knowledge. You thrive in an environment where international, cross-functional collaboration is key and have great lateral thinking capabilities. You have a natural ability to connect the dots, dig into complex data and sources, and deliver valuable insights for the team to action.

Success in this role will be measured by your ability to deliver great storytelling and relevant, actionable insights on opportunities to improve the experience of our service delivery even further.

This role will report to the CS Insights Director, and is based out of Manila, Philippines. 

Responsibilities

• Analyze customer feedback through quantitative data analysis, through live contact analysis, agent focus groups, or other methods 

• Work in a consultative fashion with stakeholders to define project approach, address roadblocks, and deliver actionable insights

• Leverage multiple data sources to help tell a comprehensive story that marries qualitative and quantitative insights

• Proactively build relationships and stay informed of developments within the business and share relevant information

• Proactively highlight research opportunities in line with business or CS needs

• Manage and coordinate projects across multiple geographies and stakeholders

• Work with a team of external quality analysts for research support

• Coach and guide junior researcher(s) on methodology, analysis, storytelling, presentation and stakeholder management

• Build team skills, prioritize projects, and share best practices with EMEA and LATAM peers

Skills

• AirTable experience is a plus

• Strong reporting skills (SQL or Tableau experience preferred but not required)

• Excellent analytical skills, working with large qualitative and quantitative datasets and summarizing key insights

• Strong ability to translate complex data into impactful actions

• Excellent collaboration skills

• Excellent communication skills, both written and spoken

• Excellent presentation skills

• Excellent business English

Experience

• Strong research and/or analysis experience

• Prior experience analyzing consumer insights

• Project management experience 

• Coaching experience

• Customer journey experience is a pre

• Exposure to large scale CS operations is a pre

• Global matrix organizations