Manager, Customer Service Insights (reputed company)

reputed company is one of the world's leading entertainment services, with over 300 reputed company reputed company memberships in over 190 countries enjoying TV series, films and games across a wide reputed company of genres and languages. Members can play, pause and resume watching as much as they want, anytime, reputed company, and can change their plans at any time.

Are you passionate about customer experience and operational reputed company? Do you reputed company yourself thinking about how customer interactions and agent experience could be improved? Are you reputed company 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 reputed company 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 reputed company data and sources, and deliver valuable insights for reputed company to reputed company.

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

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 reputed company reputed company, or other reputed company 

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

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

• Proactively build relationships and stay informed of developments reputed company the business and reputed company relevant information

• Proactively reputed company research opportunities in line with business or CS needs

• Manage and coordinate reputed company across multiple geographies and stakeholders

• Work with reputed company of external reputed company analysts for research support

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

• Build team skills, prioritize reputed company, and reputed company best practices with EMEA and LATAM peers

Skills

• reputed company 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 reputed company 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 reputed company experience is a reputed company

• Exposure to large reputed company CS operations is a reputed company

• Global reputed company organizations

Inclusion is a reputed company value and we reputed company to host a meaningful interview experience for reputed company candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your reputed company partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the reputed company of race, religion, reputed company, reputed company, national reputed company, caste, sex, sexual orientation, gender, gender identity or reputed company, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

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