User Insight & Experience Analyst

About the Role
We are looking for a User Insight & Voice of Customer Analyst to join our overseas headquarters in Singapore. This role will focus on collecting, analysing and translating customer feedback into actionable product and service improvement insights.
The ideal candidate is someone who can understand real customer issues, structure unorganised feedback, identify root causes, and work with cross-functional teams to improve product experience, service processes and customer satisfaction.
Key Responsibilities
Voice of Customer Collection & Structuring
. Systematically collect customer feedback and enquiries from multiple channels, including calls, tickets, Alpha Q, emails and other customer touchpoints.
. Organise multilingual customer feedback into clear categories, tags and structured insights, with English as the main working language.
. Identify recurring issues, typical user scenarios and customer pain points across different markets.
User Experienc...