Research Analyst – VoC
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Job Description
Research Analyst focusing on customer experience research and VoC initiatives at an e-commerce company. Collaborating with cross-functional teams to drive insights and recommendations based on player feedback.
Responsibilities:
- Support and execute Voice of Customer (VoC) research initiatives.
- Design, build, and deploy quantitative surveys (e.g. NPS, CSAT, CES, transactional and relationship surveys).
- Assist with qualitative research, including player interviews and open-ended feedback analysis.
- Ensure surveys are clear, well-structured, and aligned to research objectives.
- Maintain data quality and follow best practices in survey methodology.
- Analyze survey data to identify trends, drivers, and pain points in the player experience.
- Conduct qualitative analysis, including thematic coding of player feedback.
- Combine qualitative and quantitative insights to tell a cohesive CX story.
- Support the creation of reports, dashboards, and insight summaries.
- Prepare and support research readouts and presentations for internal stakeholders.
- Clearly communicate findings and recommendations in written and visual formats.
- Collaborate with CX, Product, Marketing, and Player Support teams in a remote setting.
- Respond to stakeholder research questions with data-driven insights.
Requirements:
- 1–4 years of experience in CX research, customer insights, VoC, or analytics.
- Proven experience designing and implementing surveys.
- Understanding of customer experience measurement and VoC frameworks.
- Knowledge of the gaming industry and player behavior.
- Experience working remotely or with distributed teams.
- Strong quantitative analysis skills, particularly with survey data.
- Solid qualitative research skills, including open-text and thematic analysis.
- Ability to synthesize data into clear, actionable insights.
- Strong problem-solving and analytical thinking capabilities.
- Clear, concise written and verbal communication skills.
- Ability to present insights confidently to stakeholders.
- Comfortable collaborating cross-functionally (CX, Product, Marketing, Player Support).
- Ability to respond to stakeholder questions with data-driven insights.
- Flexible to work with departments in different time-zones.
- B2 English level
- Nice to have Experience with VoC or survey platforms.
- Familiarity with CX metrics such as NPS, CSAT, and CES.
- Exposure to analytics or BI tools.
- Interest in UX or player experience research.
- Experience in regulated or large-scale gaming environments.
Benefits:
- 22 days of annual leave
- 10 days of public/national holidays
- Health insurance options
- Access to online learning platforms
- On-site English classes in some countries, and more.
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