VOC Insight Analyst

Overview

We are INNOCEAN Europe. A marketing and communications network that combines pan European collaboration with local expertise and execution. Founded as an in-house agency for the up-and-coming brands Hyundai and Kia, we continue to be inspired by the words of Chung Ju-Yung:
Have you tried? With this in mind, we help brands and people unleash their potential and live up to their role as challengers.

For our team in Frankfurt, we are looking for you in the role of

VOC Insight Analyst (all genders)

Customer Analysis

• Identify recurring themes, pain points, and sentiment trends across the customer lifecycle and CRM touchpoints.
• Conduct root cause analysis of customer dissatisfaction and churn signals.
• Perform text and sentiment analysis using qualitative and NLP tools.

Insight Generation & Storytelling

• Translate raw feedback into structured insights to inform segmentation, content strategy, and journey mapping.
• Deliver actionable insight reports regarding customer behavior or possible improvement point of CRM programs to creative, strategist and clients.
• Support quarterly and post-campaign insight reviews to improve message resonance and experience satisfaction.

Cross-Functional Collaboration

• Partner with CRM strategists, UX/CX specialists, and campaign managers to co-create improvements based on customer insight.
• Help inform A/B test hypothesis development based on real customer concerns or preferences.
• Support the integration of VOC insights with BI dashboards and data science outputs for holistic analysis.

• 3+ years of experience in CX, CRM insight, market research, or customer experience roles.
• Proficiency in data storytelling and insight presentation (PowerPoint, Notion, or dashboards).
• Basic knowledge of CRM systems and campaign logic (e.g., Salesforce) is a plus.
• Familiarity with text analytics tools or methods is a plus
• Ability to work in cross-functional teams and communicate clearly with both technical and creative stakeholders.
• Fluent in English (German or other European languages are a plus, especially for market-specific analysis).

• International & Inclusive Team:Collaborate with colleagues from around the world in a fun and supportive environment.
• ️
  Meal Vouchers: Enjoy subsidized lunches with our meal voucher program.
• Career Development: Access training and growth opportunities to help you thrive professionally.
• Hybrid Work Flexibility: Work from home on Mondays and Fridays to support your work-life balance.
• Pet-Friendly Office: Bring your furry companions to work — we’re happy to have them!
• ️Remote Work Abroad:Work from another country for up to two weeks per year.
• Modern Workspace: Ergonomic setups and top-tier infrastructure to help you do your best work.
• Fresh fruit baskets to keep you energized
• Ergonomic workstation
  s for comfort and productivity
• Access to the corporate benefits platform
  with exclusive offers
• Company contribution toward your gym membership
  to support your physical health
• Subscription to a mental health app for emotional and psychological well-being

We provide a work environment where you can grow and make an impact. If you want to be part of a very international team with a collaborative spirit, click on Apply Online
.