Researcher, Customer Service Insights – APAC

About the role

Netflix’s Customer Service Insights (CSI) team is seeking a Researcher based in Manila to turn customer feedback into actionable insights that shape product and service experiences across the APAC region. Reporting to the CS Insights Manager, you will work with a global team to uncover trends, identify friction points, and tell compelling data‑driven stories in clear English.

Key responsibilities

• Design and execute ad‑hoc quantitative and qualitative research projects to improve internal and external customer service experiences.
• Analyze large datasets, dashboards, and call/chat transcripts to detect patterns across regions, languages, and customer segments.
• Listen to recordings and review transcripts to surface themes and pain points in the customer journey.
• Craft concise, data‑rich narratives that combine qualitative and quantitative findings for senior stakeholders.
• Present insights, recommendations, and visualisations to CS and cross‑functional partners.
• Manage research projects end‑to‑end, including planning, execution, and delivery within deadlines.
• Collaborate with CS Insights peers to share best practices and deepen understanding of customer experience.

Required profile

• Bachelor’s degree in research, statistics, marketing, social sciences or a related field.
• Minimum 5 years of experience in market research, analytics, or a similar analyst role.
• Strong analytical mindset, attention to detail, and passion for improving customer experience.

Required skills

• Excel
• PowerBI
• Tableau
• SPSS
• R
• Python