Senior Business Analyst, Customer Experience:

Company Description

Rapid7 (NASDAQ: RPD) is helping organizations around the globe advance securely. Our technology, services, and community-focused research simplify complexity for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks. With more than 9000 customers across 120+ countries, Rapid7 is a recognized leader in cybersecurity that has proudly earned numerous industry accolades and strong recognition for our technology and culture. Learn more at www.rapid7.com

The Opportunity

As a senior business analyst on our Customer Experience Team you must possess a unique combination of analytical, process-oriented, and project management skill-sets as well as an understanding of customer research and analysis methodologies. In this role, you will be responsible for analyzing data collected from customers across a variety of product and service experiences, generating insights and making recommendations on how to enhance the customer experience. These responsibilities require you to align stakeholders with diverse viewpoints and objectives, tell compelling stories through data, and drive improvements in the experience.

Essential Responsibilities

• Improve Rapid7’s customer experiences using data collection, action-tracking, and reporting to enable a deep understanding of the customer experience

• Identify experience baseline metrics, trends, customer friction points, and insights and track how the implementation of initiatives drive impact 

• Analyze qualitative and quantitative data from the customer experience to create clear and compelling reports and data visualizations that drive action to support strategic priorities, starting with NPS, CSAT and customer behavior metrics

• Drive milestones and execution of the Customer Experience & Sentiment Program roadmaps and associated projects, including coordinating with key teams to collect and analyze customer feedback data

• Create dashboards that share detailed & real-time customer feedback with the organization in an effort to provide a better customer experience

• Communicate research findings to the organization through presentations, dashboards, and executive summaries

• Partner with IT to define BI systems/data needs and plan priorities

Job Requirements/Core Skills

• 3+ years of business analytics experience

• Bachelor’s degree, preferably in marketing, business analytics, or a research/business related field.

• Ability to work on multiple projects simultaneously with minimal supervision.

• Excellent verbal and written communication skills are required, including the ability to create professional presentations.

• Excellent planning and execution skills with proven ability to drive results

• Strong skills in data management, analysis, and problem-solving

• Detail-oriented with advanced experience in data tools and systems (Domo, Tableau, Excel)

• Comfort with a fast-paced environment, thriving on solving the complex