Lead Customer Researcher, VOC

3 months ago

Belfast, United Kingdom Rapid7 Full time

Lead Customer Researcher, Voice Of the Customer

The Lead Customer Researcher will bring deep expertise, empathy, and curiosity to the research team. Building relationships with key stakeholders, they will not only execute research that informs decision making across the business, but they will challenge our stakeholders to continually improve our approach to learning from our customers, driving us towards a deeper and more holistic understanding of our customers as we build a true Voice of Customer program at Rapid7.

About the Team

Rapid7's Customer Excellence Team is responsible for building insights, customer knowledge, and marketing programs that help Rapid7's customers get value from our products and services. As part of the Customer Research Team, you'll be responsible for conducting research with our customers, building and evolving key measurement programs, delivering insights to stakeholders, and influencing the evolution of our end-to-end experience based on customer needs. Through strong cross-functional partnership within the Marketing organization as well as with teams across Product, Customer Experience, Customer Success and Sales, you will help our customers achieve their goals and also drive the success of the business.

About the Role

The heart of this role is to drive our understanding of our customers. Security professionals may be facing the most complex cybersecurity problems in their day to day role, but underneath their technical expertise they are all people. Your research, and the conversations you drive with your insights, will Influence the evolution of our products, services, and experiences to help our customers achieve success in their security program.

In this role, you will be responsible for:

Research Strategy & Execution: Working with key stakeholders to identify research opportunities, design and execute on a research plan, deliver research insights, and facilitate the implementation of action based on those insights. Your role will include everything from the design and facilitation of internal workshops, surveys and interviews with our end customers, data collection and analysis from internal tools, to facilitation of research with external partners.

Measurement Program Development: Designing and implementing new measurement programs or evolving existing forms of measurement that aren’t reaching their full potential for impact. You have a strong perspective on the types of measurement that can drive the best understanding of your customers and help the business to activate based on the insights. Your role will require strategic thinking and ability to manage change across different areas of the business.

Cross-Functional Collaboration: Collaborating with geographically distributed teams across the business to unite stakeholders around our understanding of the customer, and ensuring experiences across our products, services, brand, and messaging are customer-centric.

Increasing Research Reach & Influence: Sharing research across the organization to build buy-in and understanding of findings. Defining recommendations and partnering with stakeholders to take action on our insights in order to achieve results for our customers.

Research Operations: Championing the effort to continuously advance the effectiveness of our customer research within our own team and across the organization through improved tooling and processes.

Project Management: Operating independently as the organizer and owner of multiple cross-functional projects. You are comfortable operating through ambiguity and adaptable when shifts in the industry lead to change in the business.

The skills you’ll bring include:

Education & Experience. You have 7+ years of relevant experience; this includes holding previous roles as a Market, Customer, or UX researcher, or equivalent experience. You are comfortable with qualitative and quantitative research methodologies, data and analysis. Experience with B2B technology preferred.

A customer-first mentality. You understand the business realities and stakeholder priorities that drive the way teams work, but know how to maintain a focus on driving customer outcomes. Customer success and value is at the center of your work with every project and group of stakeholders.

Strong and dynamic communication. You can tell a story and craft a narrative that compels your audience, drives alignment, prompts action, and makes the customer’s challenges clearly understood.

A strong sense of accountability. You have excellent time management skills, and hold yourself accountable to commitments. You actively communicate progress and solicit feedback on deliverables. 

Energy, enthusiasm, and curiosity. You bring all of yourself to work every day and embrace the “never done” mindset.

We know that the best ideas and solutions come from multi-dimensional teams. Teams reflecting a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don’t be shy - apply today.

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