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 and/or traveling?
The Netflix Customer Service (CS) Insights team is looking for a CS Insights Researcher in Amsterdam. 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 into the EMEA Manager of Customer Service Insights based in Amsterdam. They will join a team of global researchers located around the world.
Candidates must demonstrate that they are both curious and analytical, passionate about customer experiences, and expert storytellers. They must be excellent communicators in both written and spoken English.
What You'll Be Doing:
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 primary research around the CS experience (e.g. customer surveys, agent surveys, agent interviews, agent focus groups).
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
Present analysis to key stakeholders within the organization
Collaborate with CS Insights peers to develop and share best practices
Managing project expectations
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
The Ideal Background
Bachelor’s degree in social science or related field required
5+ years of work experience in a research and/or analysis role required. Prior experience working in a market research agency is a plus
Prior experience with both quantitative and qualitative research methods is needed. In this role you will be required to moderate low complexity interviews and focus group discussions.
Ability to analyze large qualitative datasets and summarize key insights into themes required
Data savviness and experience in quantitative data analysis using Excel or Tableau required
Great storytelling skills and ability to bring these stories to life in multiple formats (both memo documents and slides)
Excellent written and oral communication skills in English. Proficiency in other languages spoken in EMEA is a plus.
Prior experience in customer service and/or analyzing customer insights is a plus
Willingness to travel 25% to meet with the global team and stakeholders
Who you are:
You read the Netflix culture memo and were energized.
You are curious, love learning, and are eager for new challenges.
You are both an excellent collaborator and a self-starter and know what it means to be both at the same time.
When something needs to get done, you are the first to roll up your sleeves.
You make the connections no one else sees.
You are agile and adapt quickly to change
You are quick-witted, straight-forward, and succinct