Customer Insights Analyst

ASSA ABLOY • Lake Forest, CA

2d • Hybrid

About The Position

ASSA ABLOY, a leader in access solutions, is seeking a Customer Insights Analyst – Voice of Customer (VoC) & Qualitative Insights. This role is part of the Corporate Customer Insights team, supporting the VoC program across numerous businesses and brands in the Americas. The analyst will transform customer feedback into actionable insights by leading qualitative analysis, supporting VoC program execution, and contributing to executive reporting. This position partners with the Quantitative Analyst to provide a comprehensive view of the customer experience, integrating qualitative themes with quantitative metrics. The ideal candidate possesses strong qualitative research and customer insights skills, with the ability to translate complex data into clear narratives for senior leadership. This role is based in Lake Forest, CA, with a hybrid work schedule.

Requirements

• Bachelor’s degree in Market Research, Business, Communications, or a related field
• 3–6 years of experience in customer insights, market research, VoC programs, or a related analytical role.
• Demonstrated experience designing, managing, or supporting Voice of the Customer (VoC) programs, including NPS, CSAT, or CES.
• Experience integrating qualitative and quantitative insights for business decision-making.
• Strong qualitative research expertise, including thematic coding, content analysis, and narrative synthesis.
• Proficiency in Excel (pivot tables, data manipulation, and analysis).
• Proficiency in PowerPoint with demonstrated experience creating executive-level presentations.

Nice To Haves

• Advanced proficiency in Qualtrics (survey design, distribution, and reporting).
• Experience building dashboards and data visualizations using tools such as Qualtrics dashboards, Power BI, or Tableau.
• Hands-on experience applying AI tools to customer insights workflows (e.g., text analytics, automated summarization, insight generation).

Responsibilities

• Design and manage NPS and customer experience surveys, ensuring high data quality and methodological rigor.
• Monitor customer feedback trends across segments, regions, and key touchpoints to identify emerging risks and opportunities.
• Analyze open-ended survey responses using structured qualitative coding techniques to identify themes, patterns, and root causes.
• Synthesize qualitative and quantitative insights to create a comprehensive view of the customer experience.
• Translate complex, unstructured feedback into clear, actionable insights and business recommendations.
• Build and maintain dashboards and automated reporting solutions for key CX metrics (NPS, CSAT, CES).
• Develop executive-level PowerPoint presentations that communicate insights in a clear, concise, and compelling manner.
• Continuously improve reporting frameworks to enhance usability, scalability, and impact.
• Leverage AI tools (e.g., Copilot, Qualtrics Text iQ, Claude) to accelerate qualitative analysis, thematic coding, and report generation.
• Identify opportunities to integrate new technologies into research workflows to improve speed, accuracy, and scalability.
• Support the adoption of AI-driven methodologies across the Customer Insights team.

Benefits

• Continuous professional development opportunities and an environment that fosters internal growth and mobility.
• Competitive compensation and benefits package which includes multiple healthcare options, tuition reimbursement, and matching 401k.
• Generous holiday schedule and paid time off to refresh and recharge.
• Employee pricing on our products and discount programs for travel, entertainment, and more!

What This Job Offers

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