Customer Insights Analyst

ASSA ABLOY•Lake Forest, CA

11h•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 a key part of the Corporate Customer Insights team, supporting the VoC program across numerous businesses and brands in the Americas. The position is crucial for transforming customer feedback into actionable business insights through leading qualitative analysis, supporting VoC program execution, and contributing to executive reporting. The analyst will collaborate with the Quantitative Analyst to provide a complete view of the customer experience, merging qualitative themes with quantitative metrics like NPS, CSAT, and CES. The ideal candidate should have a strong background in qualitative research and customer insights, with the ability to convert complex, unstructured data into clear narratives for senior leadership. This role is based in Lake Forest, CA, with a hybrid work schedule. Relocation assistance is not available.

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.