Job Description:
• Analyze customer feedback and behavioral data across multiple sources (surveys, transcripts, product usage, revenue, journey analytics) to uncover trends, patterns, and experience drivers.
• Develop reporting artifacts, visualizations, and dashboards that highlight key customer insights across lifecycle stages, personas, and segments.
• Ownership of 1-2 flagship quarterly reports, such as NPS reporting or Win-Loss reporting and leadership in the development of ad hoc and topline reporting.
• Perform text and sentiment analysis on open-ended feedback to identify recurring themes and quantify qualitative data at scale.
• Collaborate with the Operations function within Voice of Customer to ensure that data pipelines, integrations, and tagging structures enable clean and consistent analysis.
Requirements:
• 5+ years experience in Customer Experience, Insights, Research, or related analyst roles.
• Proven experience analyzing both quantitative and qualitative data sources, including survey feedback, support interactions, and call transcripts.
• Proficiency with data visualization tools such as Power BI, Tableau, or Looker.
• Working knowledge of data querying and transformation tools (e.g., SQL, Python, R).
• Strong understanding of CX metrics (e.g., NPS, CSAT, CES, Product Usage metrics) and experience designing frameworks to interpret and compare these measures.
• Experience applying text analytics or sentiment analysis tools to open-ended feedback.
• Excellent storytelling and presentation skills with the ability to translate data into clear, compelling insights for audiences including senior and executive leaders.
• Collaborative mindset with experience working cross-functionally across Product, Marketing, Customer Success, Support, and Sales teams.
• Detail-oriented, organized, and comfortable managing multiple projects with shifting priorities.
Benefits:
• immediate participation in 1Password's benefits program (health, dental, 401k and many others)
• utilization of our generous paid time off
• an equity grant
• participation in our incentive programs