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Sophos logo
Sophos

Defeat Cyberattacks

Voice of Customer Analyst

AnalystAnalystFull TimeRemoteJuniorTeam 1,001-5,000Since 1985H1B SponsorCompany SiteLinkedIn

Location

Romania

Posted

73 days ago

Salary

0

Seniority

Junior

Bachelor Degree1 yr expEnglishSQLTableau

Job Description

Voice of Customer Analyst

Sophos

• Help design, execute, and optimize our VoC program across the entire customer journey—from onboarding to renewal or churn. • Work with both qualitative and quantitative data sources, drive survey strategy, perform churn analysis, conduct closed-loop feedback, and collaborate directly with customers when needed. • Be a key driver of how we understand the customer experience across lifecycle stages, uncover root causes, and communicate insights internally and externally.

Job Requirements

  • First years working experience in a Voice of the Customer, CX, Customer Insights, or Product Research role—ideally within a B2B SaaS environment.
  • Hands-on experience with survey platforms (e.g., Qualtrics, Medallia, Typeform) and CRM/support tools (e.g., Salesforce, Zendesk, Churn Zero, Gainsight).
  • Skilled in qualitative data coding and thematic analysis using tools like Dovetail or manual methods.
  • Strong comfort with operational data pulls and data manipulation (Excel, SQL, BI tools like Tableau or Looker).
  • Experience conducting structured customer interviews and synthesizing insights.
  • Outstanding verbal and written communication skills—you can speak to both engineers and executives.
  • Comfortable speaking directly with customers in a professional and empathetic manner.
  • Highly collaborative, cross-functional mindset with strong attention to detail and data accuracy.
  • Strategic thinker with a bias toward action and problem-solving.

Benefits

  • Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach.
  • Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
  • Employee-led diversity and inclusion networks that build community and provide education and advocacy
  • Annual charity and fundraising initiatives and volunteer days for employees to support local communities
  • Global employee sustainability initiatives to reduce our environmental footprint
  • Global fitness and trivia competitions to keep our bodies and minds sharp
  • Global wellbeing days for employees to relax and recharge
  • Monthly wellbeing webinars and training to support employee health and wellbeing

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