Context of role:
As a Research Analyst within the BPO team, you will play a pivotal role in transforming customer service data into actionable insights that drive business decisions and customer-centric innovation. You will independently manage the full research cycle, from proposal creation and data extraction to analysis, visualization, and executive-level reporting. Your work will directly influence how Netflix delivers joyful, high-quality support throughout the customer journey.
Responsibilities:
End-to-End Research Ownership Independently manage research projects from proposal development, listening sheet creation, and methodology design to insight delivery. Collaborate with stakeholders to clarify business questions and translate them into actionable research plans. Strong ability to self-manage project delivery within expected timelines and scope. Customer Data Analysis & Insight Generation Extract, clean, and analyze quantitative and qualitative customer service data (including survey results, chat/call transcripts, and feedback). Design and refine listening sheets to ensure the capture of relevant insights for both recurring and ad-hoc research needs. Conduct or coordinate contact listening (including coaching local language resources to perform contact listening and listening sheet completion). Perform thematic analysis to uncover customer pain points, trends, and root causes. Respond to ad-hoc research requests with agility and high analytical rigor. Identify emerging trends, behavioral shifts, and opportunities for proactive improvement.
Storytelling, Visualization, and Reporting Synthesize findings into clear, compelling memos, slide decks, and dashboards tailored for business stakeholders. Use advanced data visualization tools to communicate insights effectively and drive action. Collaboration & Continuous Improvement Partner with regional managers, researchers, and cross-functional teams to align on priorities and share best practices. Recommend process, product, or service improvements based on research findings. Contribute to the ongoing development of research methodologies and knowledge management within the team. Requirements2+ years’ experience in research, analytics, or customer insights (preferably in a customer service or BPO environment). Demonstrated ability to independently manage research projects end-to-end. Strong skills in data extraction, cleaning, and analysis (quantitative and qualitative). Exceptional data visualization skills; able to transform complex quantitative and qualitative findings into clear, compelling visuals. Experience designing listening sheets and surveys Excellent written and verbal communication skills are key for the role; being adept at building high-standard written memos and executive decks. Analytical curiosity and business acumen; able to translate data into actionable recommendations. Familiarity with AI/automation tools and willingness to adopt new technology for research and analysis. Experience working with global teams and sensitivity to cultural differences, especially in customer attitudes and communication styles. Ability to work collaboratively in a global, cross-functional environment. Fluency in English and at least one additional EMEA language is required. Proficiency in two languages is a strong plus. Key languages include: Spanish, French, German, Arabic, Polish, Turkish, and Italian.
Success criteria:Delivers high-quality, actionable research projects independently and on time. Identifies and communicates impactful insights that drive measurable improvements in customer experience and business outcomes. Demonstrates continuous learning and adapts to new tools, methodologies, and business needs.