Customer And Market Research Analyst

Summary

Join HackerOne as a Customer & Market Research Analyst and lead our research efforts, capturing and analyzing customer and market insights to improve products, go-to-market strategies, and overall customer experience. Collaborate cross-functionally to champion the customer voice and ensure alignment with business objectives. This remote position, based in select locations, requires occasional in-person collaboration. You will design and manage customer satisfaction methodologies, develop and implement a research program, and generate actionable insights for leadership. The ideal candidate possesses strong analytical and communication skills and a passion for customer advocacy. HackerOne offers a competitive salary and benefits package, including professional development opportunities and flexible work options.

Requirements

• Bachelor's degree in Business, Marketing, Data Analytics, or a related field; MBA is a plus
• 5+ years of experience in customer experience, Voice of Customer programs, or related roles within the cybersecurity or technology industry
• Proven experience with Voice of Customer methodologies, customer feedback platforms, and analytics tools (e.g., Medallia, Qualtrics, Salesforce, Tableau)
• Strong analytical skills with the ability to translate complex data into actionable insights
• Excellent communication and presentation skills with the ability to influence stakeholders at all levels
• Demonstrated ability to manage multiple projects and prioritize effectively in a fast-paced environment
• Passion for customer advocacy and driving meaningful improvements

Responsibilities

• Design and manage customer satisfaction measurement methodologies, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Health Score
• Develop and implement a comprehensive customer and market research program to collect, analyze, and action customer feedback (e.g., surveys, interviews, social listening, support interactions)
• Collaborate with product, marketing, customer success, sales, and delivery teams to ensure customer insights are integrated into business strategies and product roadmaps
• Manage feedback loops to ensure timely and effective follow-up with customers, closing the loop on key issues and sharing insights internally
• Generate and present actionable insights and reports to leadership, highlighting trends, opportunities, and recommendations
• Serve as an advocate for customers within the organization, fostering a customer-centric culture
• Stay informed on industry best practices and emerging trends in VoC and customer experience methodologies
• Work with data analytics teams to ensure accurate reporting and visualization of customer insights

Preferred Qualifications

• Experience in the cybersecurity industry or with B2B technology solutions
• Familiarity with customer journey mapping and design thinking methodologies
• Certification in customer experience (e.g., CCXP) is a plus

Benefits

• Health (medical, vision, dental), life, and disability insurance
• Equity stock options
• Retirement plans
• Paid public holidays and unlimited PTO
• Paid maternity and parental leave
• Leaves of absence (including caregiver leave and leave under CO's Healthy Families and Workplaces Act)
• Employee Assistance Program
• Flexible Work Stipend
• Competitive salary and benefits package, including professional development opportunities
• Flexible work options (remote/hybrid)