Customer Experience Analyst (Voice of the Customer)
On-siteQuezon City, Metro Manila, Philippines
Job Summary
Execute survey deployment setup in the VoC/NPS platform using approved survey rules, contact population logic, and cycle instructions. Build emails and surveys within the platform adhering to governance standards, while performing day-to-day operations including operational checks, status monitoring, and issue logging. Manage platform administration tasks such as configuration updates, user management, and role-based access changes. Perform first-level triage for platform issues, document impacts, and escalate technical incidents or configuration gaps to the VoC Operations Lead, IT, or vendor owners. Maintain survey-cycle contact lists, execute sampling based on Center of Excellence rules, and conduct data hygiene activities like deduplication and quality exception monitoring. Build and validate standard dashboards, scheduled reports, and extracts based on approved requirements. Support aggregated feedback review, pain-point identification, and preparation of systemic issue evidence for Outer Loop escalation packages.
Required Qualifications
- Experience with Net Promoter Score (NPS) platforms
- Ability to execute survey deployment setup using approved survey rules, contact population logic, templates, and cycle instructions
- Skill in building emails and surveys using approved content, branding, question design, translations, and governance standards
- Ability to perform standard platform administration including configuration updates, user management, role-based access updates, and workflow/automation maintenance
- Capability to perform day-to-day platform operations for recurring rNPS and tNPS cycles including operational checks, status monitoring, and issue logging
- Ability to perform first-level triage for platform issues, document impact, and escalate technical incidents, workflow defects, performance issues, or configuration gaps
- Experience executing survey sampling based on approved Center of Excellence (CoE) rules and maintaining survey-cycle contact lists
- Ability to perform platform-level data hygiene activities such as deduplication, enrichment, mapping review, and quality exception monitoring
- Skill in flagging source customer, account, contact, legal masking, or master data issues to accountable data or system owners
- Ability to build, maintain, and validate standard platform-native dashboards, scheduled reports, and extracts based on approved CoE requirements
- Experience supporting KPI reporting across rNPS, tNPS, platform operations, data quality, dashboard readiness, insight quality, action logging, and Outer Loop visibility
- Ability to support aggregated feedback review, pain-point identification, systemic issue evidence preparation, and Outer Loop escalation package content for leadership review
- Skill in maintaining documentation for assigned platform operating procedures, recurring survey execution steps, reporting definitions, known limitations, and data-quality issue handling
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