VOC Analyst - Singapore at Plaid

Singapore

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, AIIndustries

Requirements

3+ years of experience in Customer Experience (CX), Insights, or VoC program management
Strong foundation in survey design, qualitative and quantitative analysis, and insight storytelling
Proven ability to translate customer data into clear business recommendations
Experience using CX or analytics platforms (e.g., Qualtrics, Appbot, Medallia, SurveyMonkey, or Tableau)
Excellent communication and stakeholder management skills across technical and business teams
Preferred Qualifications
Background in AI, SaaS, or technology product ecosystems
Experience integrating social listening, app reviews, or community feedback into structured VoC reporting
Familiarity with text analytics, NPS/CSAT programs, and customer sentiment modeling
Track record of leading CX improvement initiatives that influence product or service outcomes
Passion for AI-driven experience innovation and building programs from 0→1

Responsibilities

Design and implement Plaud’s end-to-end Voice of Customer (VoC) framework, integrating feedback from multiple touchpoints (App, Web, Support, Community, and Retail)
Build scalable feedback systems — from survey design to social listening and sentiment analytics — that turn customer data into clear business actions
Drive executive reporting by surfacing key themes, performance trends, and customer impact stories to leadership
Champion customer advocacy, ensuring the user voice directly shapes product development and company decisions ownership to prioritize and communicate the most critical customer experience opportunities

Skills

Key technologies and capabilities for this role

VoCsurvey designqualitative analysisquantitative analysissentiment analyticsinsight storytellingQualtricsAppbotMedalliaSurveyMonkeyTableaustakeholder management

Questions & Answers

Common questions about this position

Is this role remote or onsite?

The role is onsite in Singapore.

What are the minimum qualifications for the VOC Analyst role?

Minimum qualifications include 3+ years of experience in Customer Experience (CX), Insights, or VoC program management; strong foundation in survey design, qualitative and quantitative analysis, and insight storytelling; proven ability to translate customer data into business recommendations; experience using CX or analytics platforms like Qualtrics or Tableau; and excellent communication and stakeholder management skills.

What is the salary for this position?

This information is not specified in the job description.

What are some preferred qualifications for this role?

Preferred qualifications include background in AI, SaaS, or technology product ecosystems; experience integrating social listening, app reviews, or community feedback into VoC reporting; familiarity with text analytics, NPS/CSAT programs, and customer sentiment modeling; track record of leading CX improvement initiatives; and passion for AI-driven experience innovation.

What does Plaud value in candidates for this role?

Plaud values candidates with a passion for AI-driven experience innovation, the ability to build programs from 0→1, and a track record of turning customer feedback into product improvements, as evidenced by preferred qualifications.

Plaid

Connects financial accounts to apps securely

About Plaid

Plaid simplifies financial data management for individuals and businesses by connecting various financial accounts to apps and services. Its main product is a set of APIs that allow developers to integrate financial data into their applications, enabling users to track spending, initiate payments, and access financial services all in one place. Plaid serves a wide range of clients, including app developers and financial institutions, and is used by popular apps like LendingTree and Square. Unlike many competitors, Plaid focuses on providing a comprehensive and scalable platform that supports various financial use cases, such as transactions and identity verification. The company's goal is to enhance the way users interact with their financial data, making it easier and more secure.

San Francisco, CaliforniaHeadquarters

2013Year Founded

$714.3MTotal Funding

SERIES_DCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

We've got you covered: From medical, life, and 401ks, we’re here to support your physical, mental, and financial wellbeing.

Everyone is an owner: We want everyone to feel ownership over their work - literally, which is why we offer equity to full-time Plaids.

Vacation your way: We want to make sure you have time to meet your personal needs with unlimited PTO and two weeks of synchronous, company-wide vacation.

Grow your skills: Every Plaid is in control of their career development with our learning stipends, tools, and trainings.

Risks

Increased competition from API-based banking solutions like FIS's Code Connect platform.

Potential legal challenges, such as PNC's lawsuit over trademark issues.

Demand for enhanced transparency and security in financial data sharing.

Differentiation

Plaid offers seamless financial data integration through robust APIs for diverse clients.

Plaid's Pay by Bank for Bill Pay provides a cost-effective recurring payment solution.

Plaid's strategic partnerships enhance its value proposition in payroll and payment sectors.

Upsides

Plaid's expansion into the Triangle area indicates growth and increased hiring potential.

Partnership with Dwolla enhances Plaid's presence in the secure payments sector.

Collaboration with Ansa expands market reach through pay-by-bank capabilities for merchants.

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