1Password · 1 week ago
Insights Manager, Voice of Customer
United States
Full-time
Remote
Mid, Senior Level
$123K/yr - $178K/yr
5+ years exp1Password is a rapidly growing company recognized for its innovative cybersecurity solutions. The Insights Manager, Voice of Customer will transform customer feedback and behavioral data into actionable insights to improve the customer experience across the organization.
Cyber SecurityInformation TechnologyNetwork SecurityPrivacySoftwareWeb Apps
Responsibilities
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
Generate insights that link customer sentiment to business outcomes, such as retention, adoption, and satisfaction
Synthesize findings into clear and actionable narratives that guide priorities and decision-making across teams
Confidently present and articulate insights to diverse audiences including executives, department leaders, and team members
Partner with cross-functional stakeholders to validate insights, define root causes, and align on actions that improve experiences along the customer journey
Track and report on key CX metrics (e.g., NPS, CSAT, CES) to monitor shifts in customer perception and measure the impact of cross-functional improvement efforts
Support ongoing Voice of Customer programs through analysis, recommendations, and follow-up measurement of impact
Ensure consistency and transparency in methodologies, calculations, and reporting through documentation and process alignment
Stay current on emerging CX analytical tools and methodologies to enhance insight quality, automation, and scalability
Qualification
Required
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
Health
Dental
401k
Generous paid time off
Equity grant
RRSP
Paid volunteer days
Peer-to-peer recognition through Bonusly
Remote-first work environment
Company
1Password
1Password operates as a password manager for documents, credit card information, and addresses.
1001-5000 employees
H1B Sponsorship
1Password has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2022 (2)
Funding
Current Stage
Late StageTotal Funding
$1.02BKey Investors
ICONIQ GrowthAccel
2025-10-10Secondary Market· $100M
2022-01-19Series C· $620M
2021-07-27Series B· $100.14M
Leadership Team
David Faugno
Chief Executive Officer
Jeannie De Guzman
Chief Operating Officer
Recent News
2026-01-24
2026-01-24
PCMag.com - Technology Product Reviews, News, Prices & Tips
2026-01-23
Company data provided by crunchbase