Customer Experience Researcher
2 weeks ago
**Customer Experience Researcher**
Data Analytics Austin, Texas Minimum Experience **Experienced** Position: Customer Experience Researcher About Celsius Network
Celsius addresses the financial needs of todays consumers worldwide through a democratized interest income and lending platform accessible via mobile and desktop app. With a mission to put unparalleled economic freedom in the hands of the people, and a core belief that financial services should only do what is in the best interests of the community, Celsius is a modern earning and lending platform where membership provides access to curated financial services that are not available through traditional financial institutions. Crypto holders can earn yield on the digital assets in their account with Celsius, and can borrow fiat or stablecoins against their crypto collateral at the lowest interest rates in the space.
The Celsius team is committed to doing good and doing well. We believe in the power of disruption and the importance of decentralization to create a new system that acts in the best interest of everyone. Each member of our team brings something unique and innovative to the table, but the common thread that links us together is our passion for blockchain, equality, and leading the next financial revolution that changes the equation to bring power back to the people.
Responsibilities:
* Explore user behaviors and motivations by conducting primary research such as surveys, interviews, participatory workshops, usability testing, focus groups, etc.
* Collect and analyze user behavior insights to develop testable experiments and hypotheses that we can A/B test. Experience with basic statistical methods and data analysis is a plus.
* Develop meaningful customer profiles that represent Celsius users. Further map the customer user journey and uncover critical use-cases/pain points/trends.
* Support and help design customer experience measurement programs such as NPS, CSAT, etc. across a lifecycle marketing journey.
* Work closely with quantitative data team members to conduct cohort analysis, experiment, and measure the impact of changes across the customer lifecycle.
* Perform extended research projects on topics of interest with a focus on business impact.
* Present findings from data mining in a narrative that is clear and easily digestible by various stakeholders regardless of their background in data analysis. This means clear charts, easy to understand metrics along with strong presentation skills, and ability to think on your feet to respond to questions.
Requirements :
* Bachelor's degree with 2+ years of experience in Anthropology, Human-Computer Interaction (HCI), Human Factors, Psychology, Sociology, or a related field or equivalent practical experience.
* Experience with building customer experience measurement programs using qualitative tools like Qualtrics, Survey Monkey, Google Forms, etc.
* Strong analytical ability to define hypotheses and measure impact.
* Experience with product analytics platforms like Mixpanel, Pendo, FullStory, etc. is a plus.
* Experience working on consumer-facing products and services alongside cross-functional stakeholders.
* Comfortable in a fast-paced and constantly evolving industry.
* Comfortable applying a variety of qualitative and quantitative user research methods.
Location Austin, Texas Minimum Experience Experienced
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