Voice of Customer Analyst

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. 
 

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

Voice of Customer Analyst

At F5, the Voice of Customer team harnesses customer feedback to drive actionable insights that deliver exceptional experiences and outcomes. By identifying and addressing points of friction during critical moments in the customer journey, we ensure interactions with F5 are seamless and focused on achieving our customers' outcomes.

The Voice of Customer Analyst role is both strategic and facilitative, designed to help understand and clearly articulate our customers’ feedback and experiences. This individual should be highly curious, self-motivated, and skilled at connecting various data sources to uncover trends and patterns that lead to actionable insights. In this business intelligence role, the analyst will produce data-driven insights and recommendations informed by best-in-class customer experiences, ultimately enabling high customer satisfaction and effective business outcomes. As a key contributor to our growing customer experience practice, the analyst will expand our capacity to gather insights, drive understanding, prioritize actions, and ensure accountability—producing measurable impacts and meaningful results for our customers. 

Key Responsibilities:

• Analyze and synthesize customer feedback using tools such as SQL, Tableau, Power BI, or similar platforms. Translate complex data into compelling visual stories that influence stakeholder decision-making and drive action.
• Identify trends and opportunities through customer data, surveys, direct feedback, and internal insights to recommend both short-term improvements and long-term strategic initiatives.
• Build scalable frameworks and methodologies for categorizing and evaluating customer sentiment across the customer journey, ensuring consistent prioritization of insights.
• Use predictive analytics and historical data to anticipate customer needs, identify risks, and recommend proactive interventions to reduce friction.
• Partner cross-functionally with Product, Customer Success, Sales, and Support teams to embed customer insights into roadmaps, service design, and operational strategies.
• Develop and deliver standardized reporting and dashboards to communicate key customer insights. Ensure reporting is adopted and used effectively by internal stakeholders.
• Provide guidance and training to teams on interpreting customer insights, encouraging a culture of customer-centricity and broad adoption of Voice of Customer practices.
• Advocate for the customer in internal strategy discussions, ensuring that their voice is represented and prioritized in business decisions.
• Maintain awareness of customer experience trends and industry benchmarks to inform internal strategies and maintain competitive differentiation.
• Collaborate with internal teams to define data requirements and refine processes to support comprehensive customer insights.

Background/Experience

• 4-5+ years of analytics experience, preferably in a customer experience, customer insights, customer success, customer research, or customer data analysis role
• Strong critical thinking skills
• Qualitative and quantitative research experience
• Strong storytelling and communication skills, both written and verbal
• Strong project planning and management skills
• Prior experience with technology products strongly preferred
• Dashboard and reporting design experience
• Tableau experience preferred, Qualtrics experience is a plus
• BA required

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination.  F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting [email protected].