VOC Insight Analyst (m/f/d)

Full Time | With Professional Experience

We are INNOCEAN Europe. A marketing and communications network that combines pan European collaboration with local expertise and execution. Founded as an in-house agency for the up-and-coming brands Hyundai and Kia, we continue to be inspired by the words of Chung Ju-Yung: Have you tried? With this in mind, we help brands and people unleash their potential and live up to their role as challengers.

For our team in Frankfurt, we are looking for you in the role of

VOC Insight Analyst (m/f/d)

What You’ll Do:

Customer Analysis

• Identify recurring themes, pain points, and sentiment trends across the customer lifecycle and CRM touchpoints.
• Conduct root cause analysis of customer dissatisfaction and churn signals.
• Perform text and sentiment analysis using qualitative and NLP tools.

Insight Generation & Storytelling

• Translate raw feedback into structured insights to inform segmentation, content strategy, and journey mapping.
• Deliver actionable insight reports regarding customer behavior or possible improvement point of CRM programs to creative, strategist and clients.
• Support quarterly and post-campaign insight reviews to improve message resonance and experience satisfaction.

Cross-Functional Collaboration

• Partner with CRM strategists, UX/CX specialists, and campaign managers to co-create improvements based on customer insight.
• Help inform A/B test hypothesis development based on real customer concerns or preferences.
• Support the integration of VOC insights with BI dashboards and data science outputs for holistic analysis.

What You Bring

• 3+ years of experience in CX, CRM insight, market research, or customer experience roles.
• Proficiency in data storytelling and insight presentation (PowerPoint, Notion, or dashboards).
• Basic knowledge of CRM systems and campaign logic (e.g., Salesforce) is a plus.
• Familiarity with text analytics tools or methods is a plus
• Ability to work in cross-functional teams and communicate clearly with both technical and creative stakeholders.
• Fluent in English (German or other European languages are a plus, especially for market-specific analysis).

What We Offer:

• An international and diverse team with a lot of fun at work.
• Meal vouchers to cover part or all of your lunch.
• Opportunities for training and further development to advance your career.
• Flexibility to work from home two days per week (Mondays and Fridays).
• A pet-friendly office environment.
• The opportunity to work remotely from abroad for up to two weeks per year.
• Modern facilities and excellent infrastructure to support your aspirations.
• Additional corporate benefits, including a fresh fruit basket, ergonomic workspace setup, and access to an online benefits platform.

We provide a work environment where you can grow and make an impact. If you want to be part of a very international team with a collaborative spirit, click on Apply Online.

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