Insights Manager – Voice of Customer

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 Apply tot his job