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 Experience Insight & Analysis

. Analyse real customer usage scenarios across product installation, configuration, operation and maintenance.

. Distinguish between different types of issues, including user operation gaps, product design problems, documentation or guidance issues, and service process gaps.

. Use both qualitative and quantitative methods to identify key trends, priorities and root causes.

Product Improvement Opportunities

. Translate customer feedback into clear product improvement and design optimisation recommendations.

. Identify high-frequency issues, typical cases and emerging trends that may affect customer experience.

. Provide practical insights on how products, documentation, service processes or user journeys can be improved.

Cross-functional Collaboration

. Work closely with Product, R&D, After-sales, Quality, Marketing and Service Support teams to drive improvement actions.

. Participate in product requirement reviews and provide input from the customer and user experience perspective.

. Communicate customer issues in a structured and business-oriented way that product and technical teams can understand.

Insight Reporting & Decision Support

. Prepare regular user insight reports, such as monthly or quarterly VoC reports, user experience analysis and special issue deep dives.

. Use data, case studies and customer verbatim feedback to support product decisions and service optimisation.

. Track improvement actions and evaluate whether customer experience has been materially improved.

Requirements

. Bachelor's degree or above in any discipline. Backgrounds in market research, data analysis, psychology, industrial design, engineering, business or related fields are welcome.

. 3-7 years of relevant experience in one or more of the following areas:

o User research / UX / CX

o Voice of Customer analysis

o Customer support data analysis

o Product operations or product analysis

o Technical products, including renewable energy, hardware, SaaS or other technology-driven products

. Strong empathy for users and the ability to understand non-technical or emotional customer expressions.

. Strong structured thinking and problem-solving skills, with the ability to convert scattered feedback into clear issue categories and root-cause analysis.

. Ability to identify improvement opportunities from customer problems, not just record issues.

. Data- and fact-driven mindset, with experience using frequency, trends and impact analysis to prioritise issues.

. Proficiency in Excel, BI tools and/or customer support ticketing systems.

. Strong communication and cross-functional collaboration skills.

. Comfortable working in a multicultural and cross-functional environment.

. Fluent English communication skills, including listening, writing and preparing analysis reports.

Preferred Qualifications

. Experience in renewable energy, energy storage, hardware products or technical products.

. Familiarity with customer service systems such as Genesys, Zendesk, Salesforce Service Cloud or similar platforms.

. Experience participating in product requirement definition, product iteration reviews or service improvement projects.

. Experience in multi-country or multi-market user research, VoC analysis or overseas customer service operations.

. Mandarin Language skills to liaise with the stakeholders in Mainland China.

What We Are Looking For

We are looking for someone who is highly sensitive to user experience, curious about real customer problems, and patient enough to dig into details. You should not be satisfied with simply recording issues you should care about whether the issues are truly understood, prioritised and resolved.

This role is suitable for someone who enjoys working at the intersection of customer experience, product improvement, data analysis and cross-functional collaboration.