Customer Insights Director

SecurityScorecard

SecurityScorecard

Customer Service
United States · Remote
Posted on Saturday, August 19, 2023

About SecurityScorecard:

SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and 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 Crain’s NY as a "Best Places to Work in NYC," and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of the World’s Most Innovative Companies for 2023 and 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, Moody’s, Sequoia Capital, GV and Riverwood Capital.

About the Role:

We are seeking a seasoned and strategic-minded Customer Insights Director to lead our customer insights and NPS analysis efforts. The ideal candidate will have a proven track record in customer experience research and strategy, along with the ability to translate insights into actionable recommendations that drive customer loyalty and business growth.

Responsibilities:

Customer Insights Strategy

  • Develop and execute against comprehensive customer insights strategy that aligns with the company's goals and vision
  • Lead efforts to capture and analyze customer feedback, behavior, and sentiment through various channels, including surveys, interviews, reviews, and social media.
  • Identify emerging trends, pain points, and opportunities for improvement based on customer insights.

NPS Analysis and Improvement

  • Oversee and drive results in the NPS program, including survey design, distribution, and data analysis.
  • Drive results with cross-functional teams to develop strategies for improving NPS scores and customer satisfaction.
  • Provide actionable insights to product, marketing, and customer success teams to enhance the overall customer experience.

Customer Segmentation

  • Utilize customer data to create detailed customer personas and segments, enabling personalized communication and targeted strategies.
  • Work closely with marketing and sales teams to optimize messaging and outreach strategies for different customer segments.

Data Analytics and Reporting:

  • Develop and manage dashboards and reports that track key customer experience metrics, NPS scores, and other relevant insights.
  • Present findings and recommendations to senior leadership in a clear and concise manner.

Cross-Functional Collaboration:

  • Collaborate with product teams to ensure that customer insights are integrated into product development and enhancement processes.
  • Partner with customer success teams to identify opportunities for improving customer onboarding, support, and retention.

Continuous Improvement:

  • Stay up-to-date with industry trends, best practices, and emerging technologies related to customer experience and NPS analysis.
  • Drive a culture of continuous improvement by proposing and implementing innovative approaches to customer insights and engagement.

Qualifications:

  • 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, and customer segmentation.
  • Proficiency in data analysis tools such as Excel, SQL, or data visualization tools.
  • Excellent communication and 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 and managing teams.
  • Analytical thinking, problem-solving skills, and attention to detail.

Benefits:

We offer a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more!

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based on merit and 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 talentacquisitionoperations@securityscorecard.io.

Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law.

SecurityScorecard does not accept unsolicited resumes from employment agencies. Please note that we do not provide immigration sponsorship for this position. #LI-DNI