Voice of Customer Analyst
- Sophos
- Remote Romania
Job Description
Role Summary
What You Will Do:
1. Customer Journey Management & Feedback Mapping
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Map feedback mechanisms (surveys, interviews, touchpoints) to key stages of the customer journey (e.g., onboarding, adoption, expansion, renewal).
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Identify gaps in feedback coverage and recommend opportunities to listen better at key inflection points.
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Work closely with CX, CS, Product, and Support to integrate VoC data into journey orchestration efforts.
2. Survey Program Design & Operational Data Pulls
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Design, launch, and manage surveys across the customer lifecycle (e.g., NPS, onboarding CSAT, transactional post deliverable CSAT, post-support CES, renewal sentiment).
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Pull operational customer data from systems like Salesforce, Zendesk, Einstein or Churn Zero to enrich analysis and provide context.
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Own data hygiene and tagging strategies for feedback systems (e.g., Qualtrics).
3. Churn Analysis & Predictive Insights
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Conduct structured root-cause analysis of churned accounts using internal systems, exit interviews, and customer success manager feedback.
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Identify patterns in behavior, engagement, and sentiment that correlate with retention risk.
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Partner with SalesOps and CS Ops to integrate churn predictors into customer health scoring models.
4. Closed-Loop Interviews & Direct Customer Communication
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Reach out to customers (both promoters and detractors) for follow-up interviews and deeper feedback exploration.
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Represent the company professionally in voice, video, and written communication with customers.
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Document key themes and escalate critical feedback to appropriate stakeholders.
5. Reporting, Storytelling & Insight Activation
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Translate customer feedback into clear, compelling insights for executives and functional teams.
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Build and maintain VoC dashboards that visualize sentiment, key themes, and trends over time.
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Present insights in regular cross-functional meetings to drive accountability and action.
What You Will Bring:
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First years working experience in a Voice of the Customer, CX, Customer Insights, or Product Research role—ideally within a B2B SaaS environment.
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Hands-on experience with survey platforms (e.g., Qualtrics, Medallia, Typeform) and CRM/support tools (e.g., Salesforce, Zendesk, Churn Zero, Gainsight).
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Skilled in qualitative data coding and thematic analysis using tools like Dovetail or manual methods.
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Strong comfort with operational data pulls and data manipulation (Excel, SQL, BI tools like Tableau or Looker).
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Experience conducting structured customer interviews and synthesizing insights.
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Outstanding verbal and written communication skills—you can speak to both engineers and executives.
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Comfortable speaking directly with customers in a professional and empathetic manner.
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Highly collaborative, cross-functional mindset with strong attention to detail and data accuracy.
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Strategic thinker with a bias toward action and problem-solving.
