Researcher, Customer Service Insights - LATAM

Netflix is one of the world\u0027s leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.\n\nAre 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 with focus in LATAM?\n\nThe Netflix Customer Service (CS) Insights team is looking for a Researcher for Customer Service Insights in S\u00e3o Paulo. 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 to the Customer Service Insights Manager based in S\u00e3o Paulo. They will join a team of global researchers located around the world.\n\nCandidates must demonstrate that they are curious and analytical, passionate about customer experiences, and expert storytellers. They must be an excellent communicator in both written and spoken English.\n\n## \n\n## Responsibilities\n\nGathering and analyzing customer feedback: \n\n * 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.\n\n * Design and execute adhoc research projects using various quantitative and qualitative methodologies to improve external and internal CS experience.\n\n * Leverage metrics dashboards and data tools to detect subsets of CS contacts to analyze across regions, languages, and customer segments.\n\n\n\n\nCommunicating actionable insights \u0026 trends:\n\n * Craft clear, compelling, and concise stories from customer analysis in business English.\n\n * Leverage multiple data sources to help tell a comprehensive story that marries qualitative and quantitative findings.\n\n * Present analysis to key stakeholders within CS.\n\n * Turn complex business issues into simple and actionable recommendations.\n\n * Collaborate with CS Insights peers to develop and share best practices across regions.\n\n\n\n\nManaging projects: \n\n * Work in a consultative fashion with stakeholders to define the project approach, address roadblocks, and deliver insights that drive action.\n\n * Develop project plans and apply project management rigor to meet deadlines.\n\n * Collaborate with various stakeholders and partners within the CS organization.\n\n\n\n\n## Qualifications\n\n * Bachelor\u2019s degree in the field of research, marketing, or other related social sciences.\n\n * 8+ years of work experience in a research and/or analysis role is required.\n\n * Experience on both the \"client-side\" and \"supplier/vendor side\" of research is preferred.\n\n * Able to analyze large quantitative datasets and summarize key insights into themes required.\n\n * Data savviness and experience in quantitative data analysis using Excel or Tableau are required.\n\n * Prior experience in customer service and/or the voice of customer data is a plus.\n\n * Excellent written and oral communication skills in English, Spanish, and Portuguese.\n\n * Some experience executing qualitative research is a plus.\n\n * Experience with Tableau and Airtable are a plus.\n\n\n\n\n \n\n\nInclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.\n\nWe 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 basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.\n