Intent & Demand Analyst

Location: Manila

About the Role The Intent & Demand Analyst is responsible for understanding why customers are contacting support and using that understanding to drive improvements across AI, knowledge, and product. By analyzing ticket drivers, repeat issues, and failure patterns, this role feeds critical intelligence into the teams responsible for AI prioritization, product fixes, and knowledge creation. This is the continuous improvement engine for the Digital Support & AI organization.

What You Will DoAnalyze support ticket data to identify top contact drivers, repeat issue patterns, and volume trends by product and segment

Build and maintain intent classification models and taxonomies that categorize customer issues systematically

Identify failure patterns in AI resolution: where AI is not resolving, incorrectly resolving, or escalating unnecessarily

Produce actionable insights and recommendations for AI prioritization, knowledge content creation, and product teams

Partner with AI Performance Analyst to connect intent data with AI performance metrics

Maintain and improve dashboards and reporting tools for intent and demand visibility across the organization

Conduct deep-dives on emerging issue trends and support leadership with data for strategic decision-making

Collaborate with Knowledge Operations to prioritize knowledge creation and update requests based on demand data

Feed insights into product teams to identify and escalate recurring product issues driving contact volume

What We Are Looking For Required Experience & Qualifications3+ years of experience in data analytics, business intelligence, or support analytics

Experience analyzing large volumes of support or CRM data to derive customer insights

Proficiency in SQL for data extraction and analysis

Experience with BI tools (Tableau, Power BI, Looker, or equivalent) for dashboard creation and reporting

Familiarity with intent classification, ticket categorization, or NLP-based text analysis is a strong advantage

Background in global or enterprise support environments preferred

Skills & Competencies SQL: proficient in writing complex queries to extract and analyze support data from CRM systemsBI tools: building dashboards and reports in Tableau, Power BI, Looker, or similar platforms

Support analytics: understanding support metrics, ticket lifecycle, and contact reason taxonomies

Intent classification: analyzing and categorizing customer issues at scale, with or without ML tooling

Insight communication: translating data findings into clear recommendations for non-analytical stakeholders

Prioritization: using data to determine what matters most for AI, knowledge, and product teams

Core Attributes Analytically rigorous, doesn't just find the answer, validates it Insight-oriented and goes beyond reporting to recommend clear actions

Curious about what drives customer behavior and motivated to understand root causes

Strong communicator: makes complex data accessible to knowledge engineers, AI architects, and support leaders

Organized and reliable and produces consistent, high-quality outputs on regular reporting cadences

Benefits

Career growth opportunities in a diverse and supportive work environment.

Competitive Salary Package Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
Hybrid Working Arrangement (2 days WFH)
HMO coverage with free dependent upon hire.

Free 24/7 access to our office gyms (Ortigas and Makati)
Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
Plus, additional benefits

About UsFrom the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!

Our people-first approach to Prop Tech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.

We believe MRI is more than just a workplace; it’s a connected community…