Voice of Customer Analyst – Customer Research

About the Role

This role is an important function of the central research team, focused on capturing customer perspectives through direct interactions, probing conversations, and structured research projects. The Research Associate will be responsible for engaging with customers through frequent outbound calls and structured conversations, uncovering deep insights, and helping translate those findings into meaningful recommendations.

Key Responsibilities

• Execute research projects: conducting outbound customer calls, structured interviews, and surveys.
• Use strong probing and listening skills to explore underlying needs, motivations, and pain points.
• Document, organize, and synthesize customer insights into clear and actionable findings.
• Identify recurring themes and trends across conversations, and connect them to business goals.
• Support in designing questionnaires, interview guides, and frameworks to ensure quality and consistency of research.
• Present findings through reports, decks, or summaries that influence decision-making across teams.

Skills & Qualifications

• 1+ years in customer-facing roles such as outbound calling, customer service, escalation management, or Voice of Customer programs.
• Comfort with high-volume outbound conversations and ability to build quick rapport with customers.
• Excellent written and verbal communication skills; ability to engage empathetically with customers.
• Analytical mindset with experience in synthesizing qualitative and quantitative feedback.
• Familiarity with data analysis tools, survey platforms, or feedback management systems is a plus.