Customer Insights Strategist, VOC

2 weeks ago


Belfast, United Kingdom Rapid7 Full time

At Rapid7, we're building a true Voice of Customer program to drive a deeper and more holistic understanding of our customers.

About the Role

This role is centered around driving our understanding of our customers. Security professionals may face complex cybersecurity challenges, but underneath their technical expertise, they are people. Your research and conversations will influence the evolution of our products, services, and experiences to help our customers succeed in their security programs.

Key Responsibilities
  • Research Strategy & Execution: Collaborate with stakeholders to identify research opportunities, design and execute on a research plan, deliver insights, and facilitate implementation based on those insights.
  • Measurement Program Development: Design and implement new measurement programs or evolve existing ones to drive impact.
  • Cross-Functional Collaboration: Unite stakeholders around customer understanding and ensure experiences across products, services, brand, and messaging are customer-centric.
  • Increasing Research Reach & Influence: Share research to build buy-in and understanding of findings, define recommendations, and partner with stakeholders to take action.
  • Research Operations: Champion advancements in customer research effectiveness through improved tooling and processes.
  • Project Management: Operate independently as organizer and owner of multiple cross-functional projects.
The Skills You'll Bring
  • Education & Experience: 7+ years of relevant experience, including roles like Market, Customer, or UX researcher. Comfortable with qualitative and quantitative research methodologies, data analysis, and B2B technology experience.
  • A customer-first mentality: Understand business realities and stakeholder priorities while maintaining focus on customer outcomes.
  • Strong communication: Craft compelling narratives that drive alignment, prompt action, and make customer challenges clear.
  • Accountability: Excellent time management skills, holding yourself accountable to commitments, and actively communicating progress.
  • Energy & Curiosity: Bringing all yourself to work every day and embracing the 'never done' mindset.
About the Team

Rapid7's Customer Excellence Team builds insights, customer knowledge, and marketing programs to help customers get value from our products and services. As part of the Customer Research Team, you'll conduct research with our customers, build measurement programs, deliver insights, and influence the evolution of our end-to-end experience.

Estimated salary: $120,000 - $180,000 per year.



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