Customer Experience Insights Manager

Who we are: 

CyberArk (NASDAQ: CYBR) is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit our CyberArk blogs or follow us on Twitter, LinkedIn or Facebook. 

About this role:

CyberArk is looking for an experienced Customer Experience (CX) Insights Manager who is passionate and experienced using research methods and customer data to drive CX transformation. In this role, you’ll spearhead our Customer Insights and Voice of Customer (VoC) initiatives, managing and scaling our relationship and journey measurement efforts. This role will design, implement, and analyze customer research and data to ensure customer-focused decisions are ingrained in our organization. The CX Insights Manager will play a pivotal role in driving both inner loop (immediate, tactical actions) and outer loop (strategic, long-term changes) actions based on customer feedback.

What you will do:

• Manage and drive continuous improvement of CyberArk’s survey programs that measure customers’ perceptions.
• Develop an integrated customer listening program across the end-to-end customer journey.
• Define research questions and identify customer insights and key drivers of customer experience based on analysis of surveys and other feedback sources.
• Partner with CyberArk’s Business Intelligence teams to determine customers insight reporting and visualization needs.
• Present insights to cross-functional stakeholders and senior leadership that clearly articulate the “so what” of the data.
• Lead the definition, ongoing measurement, and optimization, of customer experience metrics such as customer satisfaction and loyalty.
• Drive action across key internal stakeholders and project manage next steps based on the insights collected to continue enhancing the CX based on the customer voice.
• Develop program management best practices to ensure all CX Insights initiatives are executed efficiently and effectively.
• Manage inner loop feedback programs – empower front line teams with customer feedback and support scaling of best practices and service improvements.  

What you need to succeed:

• 5+ years of quantitative and customer insights experience, preferably within demonstrated experience in program management.
• Bachelor's degree in a relevant discipline.
• Demonstrated expertise in statistical analysis, data interpretation, and the ability to communicate statistical findings across a range of audiences.
• Exceptional communication skills with the ability to convey insights and drive change.
• Strong problem-solving skills and the ability to collaborate effectively with cross-functional teams.
• Embodies our cultural values, especially Customer First, Driven to Win, and Smart, Bold, but Humble.
• Proficiency in Microsoft PowerPoint, Excel, experience with BI tools (preferably Tableau) 

CyberArk is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.