Customer Insights Analyst

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The Customer Insights Analyst is responsible for reviewing call transcriptions to identify key themes, emerging trends, and actionable insights related to customer sentiment, needs, and pain points. This role transforms qualitative conversation data into clear, data‑driven recommendations that help improve operational performance, customer experience, and sales effectiveness.

The ideal candidate is analytically minded, detail‑oriented, comfortable working with large volumes of conversational data, and skilled at summarizing findings for leadership and frontline teams.

• Call Transcription Review & Analysis (50%)
  • Review and interpret large sets of call transcriptions for sales, service, and/or compliance teams.
  • Identify recurring customer themes, objections, questions, requests, and sentiment drivers.
  • Classify call content into structured categories for trending and reporting.
  • Evaluate customer tone, intent, and behavioral indicators using both manual review and AI‑assisted tools.
• Trend & Insight Generation (20%)
  • Highlight emerging customer concerns, product issues, competitive insights, and opportunity areas.
  • Track and report on shifts in customer expectations, satisfaction drivers, and market‑related commentary.
  • Build summaries and dashboards showing trends over time.
  • Recommend improvements to scripts, training, product messaging, or process design based on findings.
• Reporting & Communication (20%)
  • Develop weekly, monthly, and ad‑hoc insight reports with clear visuals and narratives.
  • Present findings and recommendations to leaders across Operations, Training, Sales, and Compliance teams.
  • Maintain documentation of coding methods, tagging frameworks, and insight‑generation processes.
• Leadership & Collaboration (10%)
  • Partner with Sales, Operations, and Compliance leadership to understand priorities and define insight needs.
  • Work with analytics and technology teams to improve transcription models, tagging accuracy, and data pipeline quality.
  • Support ongoing projects such as voice‑of‑customer programs, agent coaching initiatives, and product feedback loops.

• Required
  • 1 - 3+ years of experience in data analysis, customer experience research or related field (sales or marketing preferred).
  • Strong understanding of customer experience, contact center operations, or sales analytics.
  • Strong analytical thinking and ability to identify patterns in unstructured data.
• Preferred
  • Advanced proficiency with Excel and at least one visualization tool (e.g., Power BI, Tableau, Power Point, etc.).
  • Familiarity with call transcription systems or conversational analytics tools (Cresta, Call Miner, or equivalent).
  • Familiarity with natural‑language‑processing concepts, keyword clustering, or sentiment analysis tools.
  • Previous sales or marketing experience.

• Highly organized and able to manage multiple work streams and deadlines.
• Collaborative communicator with strong business acumen and high attention to detail.
• Curious and proactive about cross‑functional collaboration, accuracy and quality.

Onsite Monday - Friday, 8am - 5pm

Entry level

Full‑time

Business Development and Sales

Hospitality