Customer Insights Analyst

# Customer Insights Analyst

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.
** 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!
** We review applications…