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, doesn't 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, can’t 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; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re 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, that’s our goal every day. Because that’s what industry leaders do. Whether you’re 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 don’t hesitate to apply. We’d 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!