Customer Insights Analyst

Job Summary ASSA ABLOY is hiring a Customer Insights Analyst – Voice of Customer (VoC) & Qualitative Insights to support the Voice of the Customer program across 40+ businesses and brands in the Americas. The analyst will transform customer feedback into actionable business insights, partnering closely with the Quantitative Analyst to integrate qualitative themes with quantitative metrics (e.g., NPS, CSAT, CES). Location & Schedule Lake Forest, CA (hybrid schedule). No relocation assistance available. Responsibilities 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. 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. Build, maintain, and automate dashboards and 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. 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 and support adoption of AI‑driven methodologies across the team. Qualifications 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: Advanced proficiency in Qualtrics (survey design, distribution, and reporting). Preferred: Experience building dashboards and data visualizations using tools such as Qualtrics dashboards, Power BI, or Tableau. Preferred: Hands‑on experience applying AI tools to customer insights workflows (e.g., text analytics, automated summarization, insight generation). Benefits Competitive compensation ($80‑120k base salary range) and benefits package which includes multiple healthcare options, tuition reimbursement, matching 401(k), generous holiday schedule, paid time off, bonus plan, education assistance, and employee pricing on our products. The role offers continuous professional development opportunities and internal mobility within the ASSA ABLOY Group. EEO Statement ASSA ABLOY is an Equal Opportunity Employer/Minorities/Females/Disabled/Veteran. #J-18808-Ljbffr