ASSA ABLOY, the world’s most trusted name in access solutions, is seeking a Customer Insights Analyst – Voice of Customer (VoC) & Qualitative Insights. This is a key member of the Corporate Customer Insights team, supporting the Voice of the Customer program across 40+ businesses and brands in the Americas.

This role plays a critical part in transforming customer feedback into actionable business insights by leading qualitative analysis, supporting VoC program execution, and contributing to executive-level reporting. The analyst partners closely with the Quantitative Analyst to deliver a holistic view of the customer experience, integrating qualitative themes with quantitative metrics (e.g., NPS, CSAT, CES).

The ideal candidate brings a solid foundation in qualitative research and customer insights, combined with the ability to translate complex, unstructured data into clear, decision-ready narratives for senior leadership.

This role will be based in Lake Forest, CA working on a hybrid schedule. We are not able to provide relocation assistance at this time.

What you will be doing

• Voice of Customer (VoC) Program Execution
• 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.
• Qualitative Insights & Synthesis
• 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.
• Reporting, Dashboarding & Storytelling
• 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.
• AI & Innovation in Insights
• 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.

What we are looking for

• 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.

Preferred / Strongly Desired Skills

• 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).

What we offer

• 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!