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 Performance Analytics Specialist
Sr CX Performance Analytics Specialist
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.
Reporting to the Team Lead, CX Development, as the Sr CX Performance Analytics Specialist your role is integral to maintaining a culture of data-driven decision making, continuous learning, and high performance within our organization. In the role, you'll help us: Gather and analyze employee performance data and use data analysis to determine root causes of performance strengths and opportunities.
As a vital member for the Customer Experience Learning and Development team, your role will be instrumental in recognizing opportunities for improvement in our training and curriculum. You will use employee performance metrics to provide actionable feedback to shape CX L&D initiatives and help drive focus and outcomes.
What we're looking for:
- 5+ years in a data analytics or related role. Preferred: Certification in Analytics, Data Science, Customer Experience, or Learning and Development.
- Demonstrated ability in data interpretation and trend forecasting, with knowledge in performance metrics preferred.
- Strong data visualization and reporting skills, transforming complex datasets into insightful, easy-to-understand visual presentations.
- Strong problem-solving skills, with the ability to identify patterns, draw conclusions, and make strategic recommendations based on data.
- Strong communication skills, with the ability to present and explain complex data insights to non-technical team members and stakeholders.
- Foundational understanding of customer experience operations and the role of learning & development in improving performance.
What you can expect:
- Gather and analyze employee performance data (e.g customer interactions, training data, etc.) for trends and patterns with attention to performance strengths and opportunities.
- Use data analysis to determine the root cause for performance strengths and opportunities. Provide actionable feedback to stakeholders (e.g. learning team, managers, etc.) in order to shape future training program design, development, and delivery.
- Regularly monitor, report, and present on employee performance metrics. Provide actionable insights to stakeholders to help drive focus and outcomes.
- Collaborate closely with Managers and HRBPs to provide data driven insights to aid in performance management and CX performance related policies.
- Partner with stakeholders to understand evolving reporting needs and ensure that performance analytics processes and tools are kept up to date.
United States-based roles only: The Annual salary for this role is between $88,000USD and $118,000USD, 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