Customer Insights Analyst

Customer Insights Analyst – Voice of Customer (VoC) & Qualitative Insights

ASSA ABLOY, the world's most trusted name in access solutions, is seeking a Customer Insights Analyst – Voice of Customer (VoC) & Qualitative Insights. This is a key member of the Corporate Customer Insights team, supporting the Voice of the Customer program across 40+ businesses and brands in the Americas.

This role plays a critical part in transforming customer feedback into actionable business insights by leading qualitative analysis, supporting VoC program execution, and contributing to executive-level reporting. The analyst partners closely with the Quantitative Analyst to deliver a holistic view of the customer experience, integrating qualitative themes with quantitative metrics (e.g., NPS, CSAT, CES).

The ideal candidate brings a solid foundation in qualitative research and customer insights, combined with the ability to translate complex, unstructured data into clear, decision-ready narratives for senior leadership.

This role will be based in Lake Forest, CA working on a hybrid schedule. We are not able to provide relocation assistance at this time.

What You Will Be Doing

• Voice of Customer (VoC) Program Execution
• Design and manage NPS and customer experience surveys, ensuring high data quality and methodological rigor.
• Monitor customer feedback trends across segments, regions, and key touchpoints to identify emerging risks and opportunities.

• Qualitative Insights & Synthesis
• Analyze open-ended survey responses using structured qualitative coding techniques to identify themes, patterns, and root causes.
• Synthesize qualitative and quantitative insights to create a comprehensive view of the customer experience.
• Translate complex, unstructured feedback into clear, actionable insights and business recommendations.

• Reporting, Dashboarding & Storytelling
• Build and maintain dashboards and automated reporting solutions for key CX metrics (NPS, CSAT, CES).
• Develop executive-level PowerPoint presentations that communicate insights in a clear, concise, and compelling manner.
• Continuously improve reporting frameworks to enhance usability, scalability, and impact.

• AI & Innovation in Insights
• Leverage AI tools (e.g., Copilot, Qualtrics Text iQ, Claude) to accelerate qualitative analysis, thematic coding, and report generation.
• Identify opportunities to integrate new technologies into research workflows to improve speed, accuracy, and scalability.
• Support the adoption of AI-driven methodologies across the Customer Insights team.

What We Are Looking For

• Bachelor's degree in Market Research, Business, Communications, or a related field
• 3–6 years of experience in customer insights, market research, VoC programs, or a related analytical role.
• Demonstrated experience designing, managing, or supporting Voice of the Customer (VoC) programs, including NPS, CSAT, or CES.
• Experience integrating qualitative and quantitative insights for business decision-making.
• Strong qualitative research expertise, including thematic coding, content analysis, and narrative synthesis.
• Proficiency in Excel (pivot tables, data manipulation, and analysis).
• Proficiency in PowerPoint with demonstrated experience creating executive-level presentations.

Preferred / Strongly Desired Skills

• Advanced proficiency in Qualtrics (survey design, distribution, and reporting).
• Experience building dashboards and data visualizations using tools such as Qualtrics dashboards, Power BI, or Tableau.
• Hands-on experience applying AI tools to customer insights workflows (e.g., text analytics, automated summarization, insight generation).

What We Offer

We're passionate about providing amazing opportunities and benefits, so that you can enjoy a lifelong career with us. We are proud to offer:

• Continuous professional development opportunities and an environment that fosters internal growth and mobility.
• Competitive compensation and benefits package which includes multiple healthcare options, tuition reimbursement, and matching 401k.
• Generous holiday schedule and paid time off to refresh and recharge.
• Employee pricing on our products and discount programs for travel, entertainment, and more!

Compensation and Benefits Pay Range: $80-120k

This "base salary range" is a reasonable estimate for this position at the time of posting. Pay within each range is based on a variety of factors including, but not limited to, to primary work job-related knowledge, skills, experience, business requirements and geographic location. ASSA ABLOY conducts regular review of compensation ranges and therefore reserves the right to alter this range at any given time.

In addition, we provide a comprehensive benefits package including paid time off, a bonus plan, a 401(k) plan, education assistance, and an environment that reflects our commitment to our employees.

We review applications regularly, so don't hesitate, apply today!

ASSA ABLOY is an Equal Opportunity Employer/Minorities/Females/Disabled/Veteran