SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security & risk experts Dr. Alex Yampolskiy & Sam Kassoumeh & funded by world-class investors, SecurityScorecards patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, & cyber insurance underwriting; making all organizations more resilient by allowing them to easily find & fix cybersecurity risks across their digital footprint.
Headquartered in New York City, our culture has been recognized by Inc Magazine as a "Best Workplace, by Crains NY as a "Best Places to Work in NYC," & as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Companys annual list of the Worlds Most Innovative Companies for 2023 & to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing forward-thinking employers for their unwavering commitment to employee engagement. SecurityScorecard is proud to be funded by world-class investors including Silver Lake Waterman, Moodys, Sequoia Capital, GV & Riverwood Capital.
About the Role:
We are seeking a seasoned & strategic-minded Customer Insights Director to lead our customer insights & NPS analysis efforts. The ideal candidate will have a proven track record in customer experience research & strategy, along with the ability to translate insights into actionable recommendations that drive customer loyalty & business growth.
Customer Insights Strategy
- Develop & execute against comprehensive customer insights strategy that aligns with the company's goals & vision
- Lead efforts to capture & analyze customer feedback, behavior, & sentiment through various channels, including surveys, interviews, reviews, & social media.
- Identify emerging trends, pain points, & opportunities for improvement based on customer insights.
NPS Analysis & Improvement
- Oversee & drive results in the NPS program, including survey design, distribution, & data analysis.
- Drive results with cross-functional teams to develop strategies for improving NPS scores & customer satisfaction.
- Provide actionable insights to product, marketing, & customer success teams to enhance the overall customer experience.
- Utilize customer data to create detailed customer personas & segments, enabling personalized communication & targeted strategies.
- Work closely with marketing & sales teams to optimize messaging & outreach strategies for different customer segments.
Data Analytics & Reporting:
- Develop & manage dashboards & reports that track key customer experience metrics, NPS scores, & other relevant insights.
- Present findings & recommendations to senior leadership in a clear & concise manner.
- Collaborate with product teams to ensure that customer insights are integrated into product development & enhancement processes.
- Partner with customer success teams to identify opportunities for improving customer onboarding, support, & retention.
- Stay up-to-date with industry trends, best practices, & emerging technologies related to customer experience & NPS analysis.
- Drive a culture of continuous improvement by proposing & implementing innovative approaches to customer insights & engagement.
- Bachelor's degree in Business, Marketing, Psychology, Data Science, or related field.
- 8+ years of relevant working experience in customer insights, market research, or related roles, preferably in a SaaS environment
- Strong expertise in NPS methodology, customer journey mapping, & customer segmentation.
- Proficiency in data analysis tools such as Excel, SQL, or data visualization tools.
- Excellent communication & presentation skills, with the ability to convey complex insights to diverse audiences.
- Strategic mindset with the ability to connect customer insights to business strategies.
- Experience leading & managing teams.
- Analytical thinking, problem-solving skills, & attention to detail.
We offer a competitive salary, stock options, Health benefits, & unlimited PTO, parental leave, tuition reimbursements, & much more!
SecurityScorecard is committed to Equal Employment Opportunity & embraces diversity. We believe that our team is strengthened through hiring & retaining employees with diverse backgrounds, skill sets, ideas, & perspectives. We make hiring decisions based on merit & do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law.
We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or accommodation due to a disability, please contact email@example.com.
SecurityScorecard does not accept unsolicited resumes from employment agencies. Please note that we do not provide immigration sponsorship for this position. #LI-DNI