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.

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.

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

Voice of Customer Analyst

Key skills