Customer Insights Analyst

ASSA ABLOY • Lake Forest, CA

6d • Hybrid

About The Position

The Customer Insights Analyst will join ASSA ABLOY’s Corporate Customer Insights team and gather and translate customer feedback into insights that inform decisions across more than 40 businesses and brands in the Americas. The role combines quantitative and qualitative research, customer experience metrics, and emerging AI tools to uncover customer needs and communicate findings clearly to senior leaders. The position is based in Lake Forest, California, with a hybrid workplace arrangement.

Requirements

• 3–6 years of experience in customer insights, market research, Voice of Customer, or a related analytical role.
• Bachelor’s degree in Market Research, Business, Communications, or a related field.
• At least 2 years of Qualtrics experience, with advanced proficiency in survey design, dashboarding, distribution, and reporting.
• Strong qualitative research skills, including thematic coding, content analysis, and narrative synthesis.
• Experience combining qualitative and quantitative insights.
• Proficiency in Excel and PowerPoint, including the ability to create executive-level presentations that make complex information clear.

Nice To Haves

• Experience building dashboards or visualizations in Power BI or Tableau.
• Hands-on experience using AI in customer insights workflows.

Responsibilities

• Analyze open-ended customer feedback alongside quantitative data to identify themes, patterns, and root causes, and translate findings into business recommendations.
• Connect qualitative and quantitative insights with customer metrics such as NPS, EODB, and CSAT.
• Build dashboards and automated reporting, and prepare concise presentations for senior leadership.
• Use tools such as Copilot and Qualtrics Text iQ to accelerate analysis and identify opportunities to improve customer insights workflows.
• Support or manage Voice of Customer programs, including NPS, EODB, and CSAT.

Benefits

• Continuous professional development and opportunities for internal growth and mobility.
• Eligibility for a discretionary bonus.
• Paid sick and vacation time.
• 13 paid holidays.
• Job-protected leave benefits in accordance with applicable law.
• Medical, dental, vision, and life insurance.
• Short- and long-term disability benefits.
• Supplemental critical illness, hospital, accident, and indemnity coverage available for purchase.
• Health and flexible savings accounts, subject to eligibility requirements.
• 401(k) plan with employer contributions and matching, subject to plan eligibility requirements.
• Tuition reimbursement.
• Employee discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level