🛠 Tech Stack

💼 About This Role

You'll design, execute, and optimize the VoC program across the full customer journey at Sophos, a global cybersecurity leader. You will drive survey strategy, perform churn analysis, and conduct closed-loop feedback with customers to uncover root causes and communicate insights.

🎯 What You'll Do

• Map feedback mechanisms to key stages of the customer journey.
• Design, launch, and manage surveys across the customer lifecycle.
• Conduct structured root-cause analysis of churned accounts.
• Reach out to customers for follow-up interviews and feedback exploration.

📋 Requirements

• First years experience in VoC, CX, Customer Insights, or Product Research role.
• Hands-on experience with survey platforms (e.g., Qualtrics, Medallia, Typeform).
• Skilled in qualitative data coding and thematic analysis.
• Strong comfort with operational data pulls and data manipulation (Excel, SQL, BI tools).

✨ Nice to Have

• Experience with CRM/support tools like Salesforce, Zendesk, Churn Zero, Gainsight.
• Experience conducting structured customer interviews and synthesizing insights.
• Familiarity with B2B SaaS environment.

🎁 Benefits & Perks

• 🏖️ Remote work flexibility
• 💼 Permanent position with job security
• 📈 Professional development opportunities in CX