Intent & Demand Analyst

About the Role

The Intent & Demand Analyst is responsible for understanding why customers are contacting support and using that understanding to drive improvements across AI knowledge and product. By analyzing ticket drivers repeat issues and failure patterns this role feeds critical intelligence into the teams responsible for AI prioritization product fixes and knowledge creation. This is the continuous improvement engine for the Digital Support & AI organization.

What You Will Do

• Analyze support ticket data to identify top contact drivers repeat issue patterns and volume trends by product and segment
• Build and maintain intent classification models and taxonomies that categorize customer issues systematically
• Identify failure patterns in AI resolution: where AI is not resolving incorrectly resolving or escalating unnecessarily
• Produce actionable insights and recommendations for AI prioritization knowledge content creation and product teams
• Partner with AI Performance Analyst to connect intent data with AI performance metrics
• Maintain and improve dashboards and reporting tools for intent and demand visibility across the organization
• Conduct deep-dives on emerging issue trends and support leadership with data for strategic decision-making
• Collaborate with Knowledge Operations to prioritize knowledge creation and update requests based on demand data
• Feed insights into product teams to identify and escalate recurring product issues driving contact volume

What We Are Looking For

Required Experience & Qualifications

• 3 years of experience in data analytics business intelligence or support analytics
• Experience analyzing large volumes of support or CRM data to derive customer insights
• Proficiency in SQL for data extraction and analysis
• Experience with BI tools (Tableau Power BI Looker or equivalent) for dashboard creation and reporting
• Familiarity with intent classification ticket categorization or NLP-based text analysis is a strong advantage
• Background in global or enterprise support environments preferred

Skills & Competencies

• SQL: proficient in writing complex queries to extract and analyze support data from CRM systems
• BI tools: building dashboards and reports in Tableau Power BI Looker or similar platforms
• Support analytics: understanding support metrics ticket lifecycle and contact reason taxonomies
• Intent classification: analyzing and categorizing customer issues at scale with or without ML tooling
• Insight communication: translating data findings into clear recommendations for non-analytical stakeholders
• Prioritization: using data to determine what matters most for AI knowledge and product teams

Core Attributes

• Analytically rigorous doesnt just find the answer validates it
• Insight-oriented and goes beyond reporting to recommend clear actions
• Curious about what drives customer behavior and motivated to understand root causes
• Strong communicator: makes complex data accessible to knowledge engineers AI architects and support leaders
• Organized and reliable and produces consistent high-quality outputs on regular reporting cadences

Benefits

• Career growth opportunities in a diverse and supportive work environment.
• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations restaurants and banks)
• Hybrid Working Arrangement (2 days WFH)
• HMO coverage with free dependent upon hire.
• Free 24/7 access to our office gyms (Ortigas and Makati)
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Plus additional benefits

About Us

From the day we opened our doors MRI Software has built flexible game-changing real estate software that powers thriving communities and helps make the world a better place to live work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!

Our people-first approach to PropTech is defining a new industry standard for client experiences that quite frankly cant be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.

We believe MRI is more than just a workplace; its a connected community of people who truly feel they belong. Whether were investing in employee resource groups or providing tailored resources for each person to reach their full potential were passionate about creating a work environment that makes you excited to show up every single day.

At MRI one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate thats our goal every day. Because thats what industry leaders do. Whether youre joining as a new Pride member or rejoining us after a short time away your talent is vital to us our partners and our clients.

Amazing growth requires amazing employees. Are you up to the challenge

We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates so please dont hesitate to apply. Wed love to hear from you!

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds including ethnicity religion sexual orientation gender identity disability age military veteran status and more.

We believe that Belonging is a direct result of Diversity Equity and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!