Senior Analyst, Global Compliance – Fair and Responsible Practices
PayPal
Job Level
Mid-LevelSenior
About the role
- Own and manage Voice of the Customer (VoC) programs across key lifecycle moments (onboarding, support, renewal, adoption)
- Design, launch, and analyze customer feedback programs (NPS, CES, CSAT, Value Surveys)
- Conduct text and sentiment analysis on open-ended customer feedback
- Generate and present actionable insights on customer perception, friction points, and success levers
- Close the loop with customers and internal teams by aligning feedback to measurable business outcomes
- Aggregate insights into quarterly VoC reports, persona-based summaries, and product feedback themes
- Partner with cross-functional stakeholders (Customer Success, Product, Support, and Leadership) to ensure customer voice informs strategy and execution.
Requirements
- Strong analytical and data interpretation skills
- Proficiency with survey tools, Excel/Power BI, and text analytics software
- Excellent communication skills (written and verbal) for presenting insights to executives and cross-functional teams
- Ability to translate customer feedback into actionable business recommendations
- Strong organizational skills with attention to detail
- Ability to consent to background checks and disclose past 10 years employment history
- Authorization to work in the Philippines (question asked)
