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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analysistext analysissentiment analysisdata visualizationdata queryingdata transformationcustomer experience metricsquantitative analysisqualitative analysisreporting

Soft Skills

storytellingpresentation skillscollaborationdetail-orientedorganizational skillsproject managementcommunication