Senior Customer & Market Research Analyst

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Requirements:

• Bachelor's degree in Business, Marketing, Data Analytics, or a related field; MBA is a plus.
• 5+ years of experience in customer experience, Voice of Customer programs, or related roles within the cybersecurity or technology industry.
• Proven experience with Voice of Customer methodologies, customer feedback platforms, and analytics tools (e.g., Medallia, Qualtrics, Salesforce, Tableau).
• Strong analytical skills with the ability to translate complex data into actionable insights.
• Excellent communication and presentation skills with the ability to influence stakeholders at all levels.
• Demonstrated ability to manage multiple projects and prioritize effectively in a fast-paced environment.
• Passion for customer advocacy and driving meaningful improvements.

Responsibilities:

• Design and manage customer satisfaction measurement methodologies, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Health Score.
• Develop and implement a comprehensive customer and market research program to collect, analyze, and action customer feedback (e.g., surveys, interviews, social listening, support interactions).
• Collaborate with product, marketing, customer success, sales, and delivery teams to ensure customer insights are integrated into business strategies and product roadmaps.
• Manage feedback loops to ensure timely and effective follow-up with customers, closing the loop on key issues and sharing insights internally.
• Generate and present actionable insights and reports to leadership, highlighting trends, opportunities, and recommendations.
• Serve as an advocate for customers within the organization, fostering a customer-centric culture.
• Stay informed on industry best practices and emerging trends in VoC and customer experience methodologies.
• Work with data analytics teams to ensure accurate reporting and visualization of customer insights.