Apply📍 United States, United Kingdom
🧭 Full-Time
💸 119000.0 - 160000.0 USD per year
🔍 Cybersecurity
🏢 Company: HackerOne
- 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.
- 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.
SQLData AnalysisSalesforceTableauCommunication SkillsAnalytical SkillsCustomer serviceRESTful APIsMarket ResearchData visualizationData analyticsCustomer Success
Posted 4 days ago
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