Voice of Customer (VOC) Insight Analyst

About the role

Join Plaud’s User Ops & Growth Center as a Voice of Customer Insight Analyst, where you will shape the taxonomy and quality standards for customer feedback data and turn raw evidence into actionable insights for product and support teams.

Key responsibilities

• Own the VoC taxonomy and data‑quality standards, defining issue categories, tagging rules, and quality checks for feedback sources.
• Frame and execute analytical work independently, segmenting patterns, quantifying issue scale, and benchmarking against best‑in‑class VoC practices.
• Translate evidence into decision‑ready insights, delivering concise, prioritized findings and recommendations to cross‑functional stakeholders.
• Drive cross‑functional metric and taxonomy alignment to ensure consistent CX definitions and measurement standards.
• Collaborate with Data Analytics and User Research to co‑scope projects and provide unified answers to stakeholder questions.
• Leverage AI tooling (LLMs, clustering, summarization) to scale efficiency and document reproducible workflows.

Required profile

• Demonstrated hands‑on analytical capability with SQL or BI platform proficiency applied to real customer or product datasets.
• Strong analytical reasoning and problem‑framing skills, able to work through messy quantitative and qualitative evidence.
• Relevant experience in Customer Insights, VoC, CX or Support Analytics, Data/Product Analytics, or Product Operations.
• Proven ability to prioritize findings and communicate them clearly to non‑analyst audiences.
• Independent in analysis yet collaborative in execution, maintaining high data‑quality standards and clear documentation.

Required skills

• SQL
• Python
• APIs
• Experience with AI/LLM‑assisted analysis workflows (topic clustering, sentiment detection, draft synthesis).
• Familiarity with workflow automation for data collection, cleaning, or reporting pipelines.

What we offer

• Employee Stock Ownership Plan (ESOP) providing a stake in Plaud’s long‑term success.
• High‑impact, fast‑moving product environment where ideas directly shape AI productivity tools.
• Access to cutting‑edge AI tools such as Gemini, Claude Code, and other frontier systems.
• Top‑spec laptops, high‑performance workstations, and Plaud devices for new hires.
• Annual offsites, team events, and a culture valuing craftsmanship, ownership, and velocity.
• Comprehensive medical insurance and WICA coverage for all full‑time employees.