Customer Insights Specialist

Be the voice of the customer in every decision that matters. The Customer Insights Specialist compiles, processes and analyzes feedback from any voice-of-the-customer (VoC) initiative – NPS programs, customer journeys, surveys, interviews, reviews and operational feedback – and turns it into clear, well-distributed insights that the teams running campaigns, customer experience improvements and commercial actions can act on. This role does not lead VoC actions: it makes sure that what customers tell us is captured, understood and delivered to the right teams in a form they can use.

You will connect what customers tell us with the teams that act on it, across three connected areas:

• Compiling the customer voice: collect, validate and consolidate feedback from any VoC initiative (NPS and loyalty surveys, CSAT and transactional surveys, customer interviews, reviews, complaints, support and service feedback), building a complete picture of loyalty, satisfaction and needs across segments, regions and touchpoints.
• Customer journey insights: analyze how customers experience us across the journey – from first contact to purchase, onboarding, support and renewal – connecting feedback from every listening channel to identify friction points and moments of truth.
• Generating and distributing insights: turn feedback into decision-ready insights and get them into the hands of the teams that run campaigns, customer experience improvements and commercial actions.

• Compiling the voice of the customer
  Collect, validate and consolidate feedback from every listening source – NPS and loyalty surveys, CSAT/CES and transactional surveys, customer interviews, win/loss conversations, product feedback, online reviews, complaints and support/service feedback – into one de-duplicated view of the customer voice, so no signal is lost and none is counted twice.
  Query and analyze survey data directly in Qualtrics: navigate responses, build queries and views, segment results and extract the data needed for deeper analysis.
  Process and analyze NPS results: scoring, segmentation, driver and root-cause analysis, quantifying the impact of key drivers on loyalty and business outcomes.
  Track VoC metrics and trends over time across customer segments, regions, products and touchpoints, flagging significant movements and emerging risks early.
  Turn raw verbatims into structured insight: categorize, theme and synthesize qualitative feedback so it becomes usable evidence, not just comments.
  Give the teams running VoC initiatives constructive feedback from the insights perspective: which feedback is most useful, which questions remain open, and which signals are missing – no specific knowledge of their initiatives is required, only the ability to articulate what would make the customer voice more complete and actionable.
• Customer journey insights
  Analyze customer journeys in collaboration with sales, marketing, customer service and product teams, documenting touchpoints, expectations and pain points from the customer's perspective.
  Analyze journey data – behavior, feedback, support tickets, service levels – to pinpoint where experience breaks down and where it differentiates us, linking each insight to the VoC evidence behind it.
  Prioritize friction points by business impact as an evidence-based input for the teams that own each touchpoint and decide which improvements to make.
  Maintain a living view of the customer: needs, preferences and behaviors across segments, combining VoC data with CRM and operational signals.
• Generating and distributing insights
  Deliver results and insights in clear, decision-ready formats: scorecards, insight briefs, trend narratives and root-cause deep dives.
  Distribute insights to the teams that can act on them: inputs for campaign planning and targeting (who to reach, with what message, at which journey stage); prioritized evidence for customer experience improvement backlogs; and churn, retention, upsell and account-level feedback for sales and account teams.
  Present findings in regular insight reviews and business meetings, using storytelling and visualization to make complex feedback understandable and persuasive.
  Own the “so what” of every analysis: a clear recommendation and its expected impact – the action itself is defined and owned by the receiving team.
  Keep the insight flow alive: channel feedback and detractor signals to the teams that can respond, and keep visibility of which insights reached which teams.
• Data and analysis foundations
  Maintain the dashboards, reports, KPI definitions and data dictionaries behind customer insights, ensuring data from every listening source is complete, consistent and ready for analysis.
  Perform data quality checks across feedback sources, covering completeness, response validity, duplicates, outliers and inconsistent definitions, so every insight can be trusted.
  Coordinate with customer service, CRM, digital, marketing, sales, product and regional stakeholders to clarify data requirements, definitions and data ownership.
  Support automation, self-service reporting and continuous improvement of listening and analytics processes.

• Proven experience in customer insights, customer experience analytics, customer feedback analysis, market research or similar analytical roles within a corporate, agency or shared services environment.
• Experience analyzing customer feedback data – survey results such as NPS or CSAT, verbatims, interviews, reviews or service feedback – including driver and root-cause analysis and presentation to stakeholders.
• Hands-on experience with Qualtrics is required: querying and analyzing survey data in the tool, navigating responses, segmenting results and extracting data for analysis. Also with Salesforce CRM.
• Experience with customer journey mapping or journey analytics, and with turning qualitative and quantitative feedback into structured insights.
• Demonstrated track record of not just producing analysis, but getting it used: insights picked up by campaign, customer experience or commercial teams.
• Bachelor's degree or equivalent qualification in Business Administration, Marketing, Economics, Data Analytics, Statistics, Market Research, Psychology, Information Management or a related field preferred. Insights or market research certifications are an advantage.
• Strong analytical and synthesis skills: able to move from feedback data – scores, verbatims, journey signals – to a clear, decision-ready insight and recommendation.
• Excellent communication and storytelling: able to present customer insights to non-analytical audiences – marketing, sales, service, leadership – in a concise, engaging and action-oriented way, in writing and in person.
• Advanced Excel skills and practical experience with BI or dashboarding tools such as Power BI or equivalent, and with working across data sources such as CRM, service and survey data.
• Good understanding of common customer feedback metrics and how to interpret them into business implications, connecting them to commercial outcomes.
• Genuine customer empathy and curiosity: motivated to understand what customers think and feel, and to find the story behind the data.
• Collaboration skills: able to work with the teams that run VoC initiatives and own customer touchpoints, deliver insights they can act on, and give them constructive feedback on what data is useful or missing.
• Strong attention to detail in data quality, KPI definitions, naming and version control, balanced with pragmatism about what is good enough to act on.
• Structured way of working with the ability to manage recurring reporting cycles, new feedback sources, ad hoc requests, stakeholder questions and data issues in parallel.
• Fluent English required.
  
  

• Health insurance
• Flexible remuneration (childcare ticket, transport ticket, restaurant ticket)
• Flexible schedule
• Remote working days

We are at the heart of every place that matters. From automatic doors to cloud-based access management – as a leading global provider in the access solutions market for schools, banks, airports, hospitals, hotels, and many more, we enable seamless movement within secure, safe, and sustainable places. With over 160 years of experience and a focus on excellence and innovation, we offer exciting opportunities to grow in an environment where you can make a real impact. At dormakaba, you are encouraged to take initiative, develop your skills, and build your career alongside 16,000 experts worldwide who are setting industry standards every day.

Work in a place where you matter – apply now!

At dormakaba, we are proud to be an equal opportunity employer. We are firmly committed to creating a diverse and inclusive work environment where all individuals are treated with respect and dignity. We actively promote equal employment opportunities.