Senior Customer & Market Research Analyst

HackerOne is the global leader in human-powered security, harnessing the creativity of the world’s largest community of security researchers with cutting-edge AI to protect your digital assets. The HackerOne Platform combines the expertise of our elite community and the most up-to-date vulnerability database to pinpoint critical security flaws across your attack surface. Our integrated solutions, including bug bounty, pentesting, code security audits, spot checks, and AI red teaming, ensure continuous vulnerability discovery and management throughout the software development lifecycle. Trusted by industry leaders such as Coinbase, General Motors, GitHub, Goldman Sachs, Hyatt, PayPal, and the U.S. Department of Defense, HackerOne was named a Best Workplace for Innovators by Fast Company in 2023 and a Most Loved Workplace for Young Professionals in 2024.

HackerOne Values

HackerOne is dedicated to fostering a strong and inclusive culture. HackerOne is Customer Obsessed and prioritizes customer outcomes in our decisions and actions. We Default to Disclosure by operating with transparency and integrity, ensuring trust and accountability. Employees, researchers, customers, and partners Win Together by fostering empowerment, inclusion, respect, and accountability.

Senior Customer & Market Research Analyst

Remote Location: Seattle, WA; San Francisco Bay Area; Austin, TX; Washington, DC; or London, UK

Position Summary

We are seeking a dynamic and strategic Senior Customer & Market Research Analyst to lead and enhance our research efforts. This role will capture, analyze, and act upon customer and market insights to drive improvements in products, go-to-market strategies, as well as the overall customer experience. The ideal candidate will collaborate cross-functionally to champion the customer voice and ensure alignment with our business objectives.

At HackerOne, we embrace a Flexible Work approach, enabling our team members to work remotely while maintaining productivity and collaboration. We are seeking candidates located in Seattle, WA; San Francisco Bay Area; Austin, TX; Washington, DC; or London, United Kingdom; and the surrounding metropolitan areas to facilitate occasional in-person interactions as needed. While the position is primarily remote, there will be periodic in-person requirements to support team collaboration and foster stronger connections. This approach ensures flexibility while providing opportunities to build meaningful in-person relationships that strengthen our team and company culture.

Key Responsibilities:

• Partner with Data Science to design and manage customer satisfaction measurement methodologies, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Health Score.
• Develop and implement a comprehensive customer and market research program to collect, analyze, and action customer feedback (e.g., surveys, interviews, social listening, support interactions).
• Collaborate with product, marketing, customer success, sales, and delivery teams to ensure customer insights are integrated into business strategies and product roadmaps.
• Manage feedback loops to ensure timely and effective follow-up with customers, closing the loop on key issues and sharing insights internally.
• Generate and present actionable insights and reports to leadership, highlighting trends, opportunities, and recommendations.
• Serve as an advocate for customers within the organization, fostering a customer-centric culture.
• Stay informed on industry best practices and emerging trends in VoC and customer experience methodologies.
• Partner with Data Science to ensure accurate reporting and visualization of customer insights.
  
  

Minimum Qualifications

• Bachelor's degree in Business, Marketing, Marketing Research, Data Analytics, or a related field; MBA is a plus.
• 6 years of experience in customer experience, Voice of Customer programs, or related roles within the cybersecurity or technology industry.
• Proven experience with Voice of Customer methodologies, customer feedback platforms, and business analytics tools (e.g., Medallia, Qualtrics, Salesforce, Intercom, Amplitude, Domo).
• Strong analytical skills with the ability to translate complex data into actionable insights.
• Excellent communication and presentation skills with the ability to influence stakeholders at all levels.
• Demonstrated ability to manage multiple projects and prioritize effectively in a fast-paced environment.
• Passion for customer advocacy and driving meaningful improvements.
  
  

Preferred Qualifications

• Experience in the cybersecurity industry or with B2B technology solutions.
• Familiarity with customer journey mapping and design thinking methodologies.
• Certification in customer experience (e.g., CCXP) is a plus.
  
  

Why Join Us?

• Opportunity to shape and drive customer experience initiatives in a growing cybersecurity company.
• Collaborative and dynamic work environment with a focus on innovation.
• Competitive salary and benefits package, including professional development opportunities.
• Flexible work options (remote/hybrid).
  
  

Compensation Bands:

Tier Guide

• Tier A $140K – $160K
• Offers Equity
• Tier B $126K – $157K
• Offers Equity
• Tier C $119K – $148K
• Offers Equity
  
  

Job Benefits:

• Health (medical, vision, dental), life, and disability insurance*
• Equity stock options
• Retirement plans
• Paid public holidays and unlimited PTO
• Paid maternity and parental leave
• Leaves of absence (including caregiver leave and leave under CO's Healthy Families and Workplaces Act)
• Employee Assistance Program
• Flexible Work Stipend
• Eligibility may differ by country
  
  

We're committed to building a global team! For certain roles outside the United States, U.K., and the Netherlands, we partner with Remote.com as our Employer of Record (EOR).

Employment at HackerOne is contingent on a background check.

HackerOne is an Equal Opportunity Employer in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, pregnancy, disability or veteran status, or any other protected characteristic as outlined by international, federal, state, or local laws.

This policy applies to all HackerOne employment practices, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. HackerOne makes hiring decisions based solely on qualifications, merit, and business needs at the time.

For US based roles only: Pursuant to the San Francisco Fair Chance Ordinance, all qualified applicants with arrest and conviction records will be considered for the position.