Insights Manager, Voice of Customer at 1Password

Canada

$110k - $178k

<p><em><strong>1Password is growing faster than ever. </strong>We’ve surpassed $400M in ARR and we’re continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up with iconic partners like Oracle Red Bull Racing and the Utah Mammoth.</em></p><p></p><p><strong>About 1Password</strong></p><p><em>At 1Password, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Extended Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 180,000 businesses, from Fortune 100 leaders to the world’s most innovative AI companies, trust 1Password to help their teams securely adopt the SaaS and AI tools they need to do their best work.</em></p><p></p><p><em>If you're excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future.</em></p><p></p><p>The Insights Manager, Voice of Customer transforms customer feedback and behavioral data into actionable insights that inform decisions across 1Password. This role bridges data and storytelling by analyzing both quantitative and qualitative signals from surveys, transcripts, and journey touchpoints to identify themes, measure impact, and uncover opportunities to improve the customer experience.</p><p><br/>As the analytical counterpart to the Strategy and Operations functions within the Voice of Customer team, this person owns the processes and frameworks for turning structured and unstructured feedback into meaningful insight. They must possess the technical skills to gather and analyze the right data, ensuring that customer signals are accurately measured and interpreted. They connect these insights to business outcomes and communicate findings through clear and compelling narratives that inspire action.<br/><br/>The ideal candidate is a critical thinker who combines analytical rigor with customer empathy. They focus on what truly matters in the data, distilling complex findings into actionable insights. This person tailors the level of detail to their audience and translates analysis into recommendations that influence decisions. Above all, they ensure that the customer’s voice is reflected in how 1Password improves experiences.<br/><br/>This is a remote opportunity within Canada and the US.<br/><br/><strong>Requirements: </strong></p><ul><li><p>5+ years experience in Customer Experience, Insights, Research, or related analyst roles.</p></li><li><p>Proven experience analyzing both quantitative and qualitative data sources, including survey feedback, support interactions, and call transcripts.</p></li><li><p>Proficiency with data visualization tools such as Power BI, Tableau, or Looker.</p></li><li><p>Working knowledge of data querying and transformation tools (e.g., SQL, Python, R).</p></li><li><p>Strong understanding of CX metrics (e.g., NPS, CSAT, CES, Product Usage metrics) and experience designing frameworks to interpret and compare these measures.</p></li><li><p>Experience applying text analytics or sentiment analysis tools to open-ended feedback.</p></li><li><p>Excellent storytelling and presentation skills with the ability to translate data into clear, compelling insights for audiences including senior and executive leaders.</p></li><li><p>Collaborative mindset with experience working cross-functionally across Product, Marketing, Customer Success, Support, and Sales teams.</p></li><li><p>Detail-oriented, organized, and comfortable managing multiple projects with shifting priorities.<br/></p></li></ul><p></p><p><strong>Responsibilities: </strong></p><ul><li><p>Analyze customer feedback and behavioral data across multiple sources (surveys, transcripts, product usage, revenue, journey analytics) to uncover trends, patterns, and experience drivers.</p></li><li><p>Develop reporting artifacts, visualizations, and dashboards that highlight key customer insights across lifecycle stages, personas, and segments.</p></li><li><p>Ownership of 1-2 flagship quarterly reports, such as NPS reporting or Win-Loss reporting and leadership in the development of ad hoc and topline reporting.</p></li><li><p>Perform text and sentiment analysis on open-ended feedback to identify recurring themes and quantify qualitative data at scale.</p></li><li><p>Collaborate with the Operations function within Voice of Customer to ensure that data pipelines, integrations, and tagging structures enable clean and consistent analysis.</p></li><li><p>Generate insights that link customer sentiment to business outcomes, such as retention, adoption, and satisfaction.</p></li><li><p>Synthesize findings into clear and actionable narratives that guide priorities and decision-making across teams.</p></li><li><p>Confidently present and articulate insights to diverse audiences including executives, department leaders, and team members</p></li><li><p>Partner with cross-functional stakeholders to validate insights, define root causes, and align on actions that improve experiences along the customer journey.</p></li><li><p>Track and report on key CX metrics (e.g., NPS, CSAT, CES) to monitor shifts in customer perception and measure the impact of cross-functional improvement efforts.</p></li><li><p>Support ongoing Voice of Customer programs through analysis, recommendations, and follow-up measurement of impact.</p></li><li><p>Ensure consistency and transparency in methodologies, calculations, and reporting through documentation and process alignment.</p></li><li><p>Stay current on emerging CX analytical tools and methodologies to enhance insight quality, automation, and scalability.<br/><br/></p></li></ul><p><strong>What you can expect:</strong><br/><br/>USA-based roles only: The annual base salary for this role is between $123,000 USD and $178,000 USD, plus immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.<br/><br/>Canada-based roles only: The annual base salary for this role is between $110,000 CAD and $160,000 CAD, plus immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.<br/><br/>At 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.<br/><br/><strong>Our culture </strong><br/>At 1Password, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first. <br/><br/>You’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. That said, <a href="https://blog.1password.com/inside-the-culture-powering-1passwords-next-chapter/" rel="noopener noreferrer nofollow" target="_blank"><em>1Password is not for everyone</em></a>. Our work is demanding, we strive for excellence, and the pace is fast. We need people who are keen to take on challenging problems, who seek feedback to grow, and who are driven to make an impact. If you're looking for a place where you can settle into a comfortable routine, this might not be the right fit for you. We’re looking for individuals who are proven experts in their fields, as well as those who are highly adaptable, can thrive in ambiguity and through change, are curious, and above all deliver results. <br/><br/>We are committed to leveraging cutting-edge technology—including AI—to achieve our mission. We also understand that thinking critically about AI in its current forms will help us create better solutions for our customers and ourselves with its future forms, which will help us continue to close the gap between security and privacy and achieve our mission. We want team members at all levels to take the approach of actively learning AI best practices, identifying opportunities to apply AI in meaningful ways, and driving innovative solutions in their daily work. Embracing the future of AI isn't just encouraged at 1Password—it's an essential part of how we will be successful at 1Password.<br/><br/><strong>Our approach to remote work </strong><br/>We believe in the power of remote work, but recognize that in-person connection is important to help us achieve our mission. While we are a remote-first company, travel for in-person engagement is a part of almost all roles, and we require our employees to be ready and willing to take part. Frequency will depend on role and responsibilities, and may include, but is not limited to: annual department-wide offsites, team meetings, and customer/industry events.<br/><br/><strong>What we offer</strong><br/>We believe in working hard, and rewarding that hard work through our benefits. While not an exhaustive list, here is a glance at what we currently offer: <br/><br/><em>Health and wellbeing</em><br/>👶 Maternity and parental leave top-up programs<br/>🩺 Competitive health benefits<br/>🏝 Generous PTO policy <br/><br/><em> Growth and future </em><br/>📈 RSU program for most employees<br/>💸 Retirement matching program<br/>🔑 Free 1Password account<br/><br/><em>Community </em><br/>🤝 Paid volunteer days <br/>🏆 Peer-to-peer recognition through Bonusly<br/>🌎 Remote-first work environment<br/><em>*Some roles in our GTM team are currently being hired for in-person hybrid work in Toronto and Austin. These roles will specify on the posting.</em></p><p></p><p><strong>You belong here.</strong></p><p></p><p><em>1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is 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. Be yourself, find your people and share the things you love.</em></p><p></p><p><em>Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at nextbit@agilebits.com and we’ll work to meet your needs.</em></p><p></p><p><em>Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you.</em></p><p></p><p><em>Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.</em></p><p></p><p><em>This posting is for an existing vacancy.</em></p><p></p><p><em>1Password uses artificial intelligence (AI) and machine learning (ML) technologies, including natural language processing and predictive analytics, to assist in the initial screening of employment applications and improve our recruitment process. See </em><a href="https://www.ashbyhq.com/downloadables/ashby-bias-audit-08-2024.pdf" rel="noopener noreferrer nofollow" target="_blank"><em><u>here</u></em></a><em> for the latest third party bias audit information. If you prefer not to have your application assessed using AI/ML features, you may opt out by completing </em><a href="https://jobs.ashbyhq.com/1password/automation-notice" rel="noopener noreferrer nofollow" target="_blank"><em><u>this form</u></em></a><em>. For additional information see our </em><a href="https://1password.com/files/candidate-privacy-notice.pdf" rel="noopener noreferrer nofollow" target="_blank"><em><u>Candidate Privacy Notice</u></em></a><em>.</em></p>