Sophos

Voice of Customer Analyst

Romania

Full-Time

Remote

TLDR

Help design and execute the Voice of the Customer program during the full customer lifecycle, utilizing both qualitative and quantitative data to enhance customer experience.

About Us Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos’ complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com. Role Summary As a Voice of the Customer Analyst, you’ll help design, execute, and optimize our VoC program across the entire customer journey—from onboarding to renewal or churn. You will 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. You will be a key driver of how we understand the customer experience across lifecycle stages, uncover root causes, and communicate insights internally and externally. What You Will Do:

1. Customer Journey Management & Feedback Mapping

Map feedback mechanisms (surveys, interviews, touchpoints) to key stages of the customer journey (e.g., onboarding, adoption, expansion, renewal).

Identify gaps in feedback coverage and recommend opportunities to listen better at key inflection points.

Work closely with CX, CS, Product, and Support to integrate VoC data into journey orchestration efforts.

2. Survey Program Design & Operational Data Pulls

Design, launch, and manage surveys across the customer lifecycle (e.g., NPS, onboarding CSAT, transactional post deliverable CSAT, post-support CES, renewal sentiment).

Pull operational customer data from systems like Salesforce, Zendesk, Einstein or Churn Zero to enrich analysis and provide context.

Own data hygiene and tagging strategies for feedback systems (e.g., Qualtrics).

3. Churn Analysis & Predictive Insights

Conduct structured root-cause analysis of churned accounts using internal systems, exit interviews, and customer success manager feedback.

Identify patterns in behavior, engagement, and sentiment that correlate with retention risk.

Partner with SalesOps and CS Ops to integrate churn predictors into customer health scoring models.

4. Closed-Loop Interviews & Direct Customer Communication

Reach out to customers (both promoters and detractors) for follow-up interviews and deeper feedback exploration.

Represent the company professionally in voice, video, and written communication with customers.

Document key themes and escalate critical feedback to appropriate stakeholders.

5. Reporting, Storytelling & Insight Activation

Translate customer feedback into clear, compelling insights for executives and functional teams.

Build and maintain VoC dashboards that visualize sentiment, key themes, and trends over time.

Present insights in regular cross-functional meetings to drive accountability and action.

What You Will Bring:

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.

#B2

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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 job description. 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. While we are a remote first organization, applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship.

· 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. For more information on Sophos’ data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos

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Sophos

Sophos builds advanced security solutions designed to protect against cyberattacks, delivering comprehensive services like Managed Detection and Response (MDR) and endpoint, network, and email security. Targeting organizations across the globe, Sophos serves over 600,000 clients, utilizing the expertise of their combined technologies following the acquisition of Secureworks. Their unique offerings interoperate through the Sophos Central platform, fortified by real-time threat intelligence from their dedicated threat teams.

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