At 1Password, we believe in building products that put people first. As our Insights Manager, Voice of Customer, you will be the bridge between data and storytelling. You’ll analyze customer feedback and behavioral signals to uncover themes, measure impact, and identify opportunities that directly shape the customer experience.

What You'll Do

Analyze customer feedback and behavioral data from surveys, transcripts, product usage, and journey analytics to uncover trends and experience drivers.
Develop reporting artifacts, visualizations, and dashboards that highlight key customer insights across lifecycle stages, personas, and segments.
Own 1-2 flagship quarterly reports, such as NPS or Win-Loss analysis, and lead 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 Voice of Customer Operations to ensure data pipelines, integrations, and tagging structures enable clean and consistent analysis.
Generate insights that link customer sentiment to business outcomes like retention, adoption, and satisfaction.
Synthesize findings into clear, actionable narratives that guide priorities and decision-making across teams.
Confidently present and articulate insights to diverse audiences, including executives and department leaders.
Partner with cross-functional stakeholders to validate insights, define root causes, and align on actions to improve 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 improvement efforts.
Support ongoing Voice of Customer programs through analysis, recommendations, and follow-up measurement.
Ensure consistency and transparency in methodologies, calculations, and reporting through documentation.
Stay current on emerging CX analytical tools and methodologies to enhance insight quality, automation, and scalability.

What We're Looking For

5+ years of 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 them.
Experience applying text analytics or sentiment analysis tools to open-ended feedback.
Excellent storytelling and presentation skills with the ability to translate data into compelling insights for senior and executive leaders.
Collaborative mindset with experience working cross-functionally across Product, Marketing, Customer Success, Support, and Sales.
Detail-oriented, organized, and comfortable managing multiple projects with shifting priorities.

Technical Stack

Visualization: Power BI, Tableau, Looker
Analysis: SQL, Python, R

Team & Environment

You will be the analytical counterpart to the Strategy and Operations functions within the Voice of Customer team.

Benefits & Compensation

Compensation: USA: $123,000-$178,000 USD; Canada: $110,000-$160,000 CAD + equity grant.
Comprehensive health, dental, and 401k/RRSP benefits.
Generous paid time off.
Equity grant and incentive programs (where applicable).
Maternity and parental leave top-up programs.
Free 1Password account.
Paid volunteer days.
Peer-to-peer recognition through Bonusly.
Remote-first work environment.

Work Mode

This is a remote position open to candidates in Canada and the US.

1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse, and equitable workplace built on trust, support, and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken, or veteran status.