Business Analyst

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is a global SaaS organization that delivers innovative, people-focused solutions designed to simplify expense, invoice, and travel management. With a fast-growing footprint and a mission to make work more human, they empower finance teams and employees through intuitive, policy-compliant software trusted by thousands of businesses worldwide.

About the Role

The Business Analyst (Voice of Customer Analyst) will own and manage the customer organization’s Voice of Customer programs across the customer lifecycle. This role will design, execute, and analyze feedback instruments (NPS, CES, CSAT, feature feedback) to generate actionable insights that drive retention and identify opportunities for expansion. The analyst will serve as the single source of truth for retrospective customer sentiment, ensuring insights are aligned to business impact and shared with key stakeholders across the company.

Own and manage Voice of the Customer (VoC) programs across key lifecycle moments (onboarding, support, renewal, adoption)

Design, launch, and analyze customer feedback programs, including :

NPS (relationship and transactional)

CES (support, onboarding)

CSAT (case closure, journey stage)

Value Surveys, etc.

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 (e.g., retention drivers, expansion blockers)

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.

What You Bring

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

Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.

What You’ll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies.

Meaningful work & Growth : We take every opportunity to stretch ourselves and deliver an excellent client experience.

Employee as our biggest asset : We are genuinely invested in our people’s career and welfare.

Global reach & local impact : Get to work with high-growth startups and dynamic companies from the comfort of your own home.

Powering global startups : We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.