Customer Experience Specialist (Analytics and Insights)

TL;DR

Customer Experience Specialist (Analytics and Insights): Developing scalable reporting and operational analysis to enhance customer experience with an accent on data-driven insights and reporting optimization. Focus on using SQL and BI tools to identify customer pain points and leveraging AI to streamline analysis workflows.

Location: Remote (Must be based in Manila, Philippines)

Company

A B Corp certified eco-friendly company that donates 50% of its profits to provide clean water and build toilets globally.

What you will do

• Build and optimize scalable reporting and dashboards in Looker to track customer behavior and operational performance.
• Translate qualitative and quantitative customer data into actionable narratives to influence business decisions.
• Identify gaps in reporting logic and improve data trust to create more scalable insight access.
• Experiment with AI and automation tools to streamline workflows and reduce manual operational friction.
• Establish new data streams and reporting layers by working with siloed customer and operational datasets.
• Lead projects from scoping to execution to resolve specific customer and agent pain points.

Requirements

• Strong analytical curiosity and the ability to derive the "why" behind customer behavior.
• Essential SQL skills for writing complex queries to investigate data.
• Experience with BI platforms such as Looker, Zendesk Analytics, or similar tools.
• Ability to turn raw information into clear, actionable insights and stories.
• Comfort working with complex or imperfect datasets while maintaining data integrity.

Culture & Benefits

• High standards of social and environmental impact as a certified B Corp.
• Competitive, market-informed salaries.
• Meaningful healthcare support for team members worldwide.
• Generous paid leave and tailored learning and development opportunities.
• Unique company perk: free toilet paper.