Voice of the Customer Program Manager

Job Responsibility: About Us Sophos is a worldwide leader and innovator of advanced cybersecurity solutions, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies that help organizations defeat cyberattacks. As one of the largest pure-play cybersecurity providers, Sophos defends more than 500,000 organizations and more than 100 million users globally from active adversaries, ransomware, phishing, malware, and more. Sophos' services and products connect through its cloud-based Sophos Central management console and are powered by Sophos X-Ops, the company's cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed, turnkey security solutions. Customers can also manage their cybersecurity directly with Sophos' security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos' services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at Role Summary We're seeking a Voice of Customer (VoC) Program Manager to bolster our Customer Success (CS) team. Your primary focus will be to cultivate deeper customer insights to enhance satisfaction, retention, and business growth. Through aligning our offerings and engagement with customer needs, you'll play a pivotal role in driving business acceleration.

What You Will Do

• Be the driver and owner of the Voice of Customer program, managing all aspects of stakeholder engagement and deliverables from inception to launch, including the overall strategy and roadmap.
• Set up and launch digital VoC programs that provide the organization with key drivers of customer success, loyalty, risk, churn, and overall experience, and then translate that into actionable insights.
• Centralize and rollout organizational NPS & CSAT programs, as well as CS-specific surveys.
• Oversee the collection and distribution of customer and partner feedback through various channels such as surveys, social media, feedback forms, etc.
• Analyze and interpret customer feedback data to identify trends, patterns, and actionable insights.
• Map out all customer journeys and identify gaps, pain points, and opportunities.
• Collaborate with cross-functional teams including marketing, product development, sales, and customer support to ensure VoC insights are integrated into business processes and decision-making.
• Drive initiatives and projects aimed at improving customer experience based on VoC insights, working closely with relevant teams to implement changes.
• Establish metrics and KPIs to measure the effectiveness of VoC initiatives and track progress over time.
• Continuously monitor and refine VoC processes and methodologies to enhance the quality and relevance of customer feedback insights.
• Ensure compliance with relevant regulations (e.g., GDPR, CCPA) and ethical standards in the collection and use of customer data and feedback.
• Prepare regular reports and presentations summarizing VoC findings, insights, and recommendations for various stakeholders across the organization to ensure customer-centricity is top-of-mind, and how improvements can have an impact on business health.
• Lead the customer reference program to enhance the repository of advocates.

What You Will Bring

• Minimum 3+ years direct experience in Customer Experience, Customer Insights, Customer Advocacy, Digital Experience, or Customer Marketing.
• Experience managing global customer VoC programs, such as NPS, CSAT, digital referrals, customer insights, advocates/testimonials programs.
• Experience in program or project management.
• Experience in analyzing and interpreting a mix of qualitative and quantitative data, finding the signal amongst the noise to construct compelling narratives, and providing recommendations on complex topics.
• Excel in translating customer feedback into actionable insights, driving innovation, and actively contributing to the development of new initiatives that enhance the overall customer experience.
• Experience in preparing content and communicating to various audiences and level of leaderships.
• Demonstrated passion for Customer Experience and acting as an advocate for customers.
• Strong critical thinking, influencing, and relationship management skills.
• You have a strong bias for action and a drive to exceed expectations.
• You're passionate about continuous improvement with the ability to analyze and strengthen current processes through implementation of best practices.

In Canada, the base salary for this role ranges from $90,000 to $150,000. In addition to base salary, we offer additional compensation including bonus eligibility and a comprehensive benefits package. A candidate's specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs. #LI-Remote #LI-SS1 #B2 Ready to Join Us? At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a . We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back - we encourage you to apply. What's Great About Sophos?

• Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
• 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

Our Commitment To You We're proud of the diverse and inclusive environment we have at Sophos, and we're committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know. Data Protection If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. If you have any questions about Sophos' data protection practices, please contact Voir email sur ca.edajobs.com.