1Password
Toronto
501-1,000 employees
The world’s most-loved password manager. Password is the easiest way to store and use strong passwords.
Sr CX Business Analyst
Sr CX Business Analyst
This job is no longer open
We all have important information we need to manage, and protecting it should be easy. Over 100,000 businesses and millions of people log in to 1Password to unlock smart, simple access to everything they care about. Our vision is to create a safer, simpler digital future for everyone, and our culture values simplicity, honesty and a human-centric approach to solving problems. Come help us unlock peace of mind so everyone can stay safer online.
The Sr CX Business Analyst is integral to enabling internal stakeholders to make data-driven decisions. In this role, you'll help us: Analyze data from customer service systems to identify trends and opportunities and make data backed recommendations that will enhance our business performance and customer experience.
You will work with stakeholders internally and cross-functionally to understand business needs and recommend solutions to address business challenges.
This is a Remote opportunity within Canada and the US.
What we're looking for:
- A minimum of 5 years of experience in a Business Analyst or related role with a preference for practical experience in a customer experience, operations, or data-focused team.
- Demonstrated experience in data analysis, with the ability to identify trends, draw meaningful insights, and leverage data to drive decision-making.
- Strong proficiency in SQL and data visualization tools, such as Tableau or Power BI, to effectively analyze data and present actionable insights.
- Strong problem-solving skills, combined with a keen analytical mind capable of interpreting complex data and suggesting actionable business insights.
- Strong communication and collaboration skills, with the ability to present complex data and insights in a clear, understandable, and compelling manner to a variety of stakeholders.
- Preferred: Familiarity with customer support tools and systems such as CRM software, chatbots, and ticketing systems.
What you can expect:
- Collaborate closely with various teams within the Customer Experience Operations department and other departments to understand business needs and recommend and develop solutions to address their business challenges
- Analyze data from multiple customer service systems to identify trends and opportunities. Develop strategies that align with customer experience objectives
- Create and present clear, compelling reports on data findings to stakeholders, making data-backed recommendations that will enhance our business performance and customer experience.
- Support the CX organization in sourcing, managing, and optimizing the use of technology and automation tools and systems used by the Customer Experience team (e.g. chatbots, CRM software, and ticketing systems) by consulting on any potential business impact and providing data driven solutions
- Continuously monitor the effectiveness of implemented solutions and strategies, using data to iterate and improve upon them over time.
United States-based roles only: The Annual salary for this role is between $95,000USD and $129,000USD, plus immediate participation in 1Password’s benefits program (health, dental, 401k and many others), utilization of our generous paid time off and, where applicable, participation in our incentive programs. All employees are owners of 1Password and receive an equity grant as part of their total package. At 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.
What we offer:
We believe in working hard, and resting hard. We’re always looking for new ways to support our team members, but here’s a glance at what we currently offer:
Health and wellbeing
> 👶 Maternity and parental leave top up programs
> 👟 Wellness spending account
> 🏝 Generous PTO policy
> 💖 Company-wide wellness days off scheduled throughout the year
> 🧠 Complimentary Headspace membership
> 🩺 Comprehensive health coverage
Growth and future
> 📈 Employee stock option program for all full time employees
> 💸 Retirement matching program
> 💡 Training budget, 1Password University access, and learning sessions
> 🔑 Free 1Password account (and friends and family discount!)
Flexibility and community
> 🤝 Paid volunteer days
> 🌎 Employee-led DEI&B programs and ERGs
> 🏠 Fully remote environment
> 🏆 Peer-to-peer recognition through Bonusly
You belong here.
1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love.
Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at nextbit@agilebits.com and we’ll work to meet your needs.
Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this your Talent Partner would be happy to address them with you.
Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.
Candidate Privacy Notice
When you apply for a position, refer a candidate, or are being considered for a role at AgileBits, Inc. (dba 1Password, 1Password, we, us, or our), your information is stored in Lever, in accordance with Lever's Service Privacy Notice. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background.
Candidates may also optionally choose to self-identify their race/ethnicity, gender identity, sexual orientation, age, and disability. These answers will help us evaluate our diversity and belonging efforts. You do not have to answer these questions—your answers will not be linked to your name or job application, will not be visible to the hiring manager reviewing your application, and will in no way affect your job application. If you have any questions about the collection or use of this information, please contact [dpo@1password.com].
When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how we use or process your information, or if you would like to ask to access, correct, or delete your information, please contact our privacy team at [dpo@1password.com] or through 1Password Support.
This job is no longer open