Customer Insights & Strategy Manager

DropboxDropbox·Remote(Remote - Ireland)·Work From Anywhere
Operations
Excel

WFA Digital Insight

As the remote job market continues to evolve, demand for specialists who can turn customer feedback into actionable business insights is on the rise. Dropbox is at the forefront of this trend, seeking a Customer Insights & Strategy Manager to drive data-informed decision-making. With 8+ years of experience in customer insights, strategy, or operations, candidates can leverage their analytical skills to make a real impact. Before applying, it's essential to understand the intersection of customer experience, analytics, and business outcomes.

Job Description

About the Role

The Customer Insights & Strategy Manager will sit at the intersection of customer insights, analytics, and strategy, focusing on the Voice of the Customer (VOC) and Customer Experience (CXS) organization. This role involves translating customer feedback and satisfaction data into clear business insights that drive prioritization, investment, and operational action across the business.

Responsibilities

  • Develop and maintain frameworks that connect CSAT and VOC insights to retention, expansion, and revenue impact
  • Quantify cost-to-support by product area and contact channel in partnership with Support Operations
  • Produce quarterly, executive-ready reporting on customer experience and cost drivers
  • Establish and maintain an operational cadence with the Global Sales team to surface, track, and prioritize customer-impacting issues
  • Drive CSAT survey strategy improvements, including sampling distribution, survey delivery, and measurement quality

Requirements

  • 8+ years of experience in customer insights, business analytics, strategy, or operations roles within a SaaS organization
  • Demonstrated ability to translate qualitative customer feedback into quantitative analysis
  • Experience building analytical frameworks that inform prioritization or investment decisions
  • Experience with data analysis and reporting (e.g., SQL, Excel, BI tools)
  • Experience working cross-functionally with Support, CX, Operations, or Product teams

How to Stand Out

  • Highlight your ability to synthesize complex data into clear, actionable insights in your resume and cover letter.
  • Prepare examples of how you've used Excel or other data analysis tools to drive business decisions in previous roles.
  • Be ready to discuss how you've collaborated with cross-functional teams to inform prioritization and investment decisions.
  • Emphasize your understanding of the connection between customer experience and measurable business outcomes, such as cost, retention, and revenue impact.
  • Showcase your experience with data-driven storytelling and your ability to communicate complex insights to senior leaders.

This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.