Lead Customer Experience Researcher

2 months ago


St Louis, United States ZEEKTEK Full time

We have a 6-month contract to hire position open for a Lead Customer Experience Researcher. The position is remote and the candidate can sit anywhere in the US.

Skills: (in order of importance) Qualtrics Customer XM, user testing platforms, online research communities (e.g. Fuel Cycle)

Mandatory requirements:
1. Primary/Generative and Secondary/evaluative
2. Qualitative and quantitative research
3. Facilitate Focus Groups, Diary Studies
4. Qualtrics/Clarabridge
5. SPSS
6. Healthcare Insurance or Insurance
7. Research Repository

Please provide a portfolio along with resume

day to day responsibilities

  • Understanding member and provider experiences to provide leadership teams with actionable insights for improving them.
  • Advising on research strategies to answer business questions to produce actional insights along with facilitation of primary research (qualitative and quantitative) with various types of customers
Describe the performance expectations/metrics for this individual and their team:
  • Produce deliverables that are easy to consume and be able to present actionable insights to senior business executives
What previous job titles or background work will in this role?
  • Insights Researcher, CX Researcher, VOC Researcher
Internal/External Groups with which the Candidate will interface: Required Skills/Experience: Preferred Skills/ Experience: 1. Facilitate Primary Research (quantitative and qualitative) from beginning to end - scoping, methodology selection, fielding and analysis 1. Create and manage intercepts for transactional surveys/feedback tabs 2. Deliver and present reports producing actionable insights 2. Creating service recovery / inner loop processes for surveys 3. Design, build and launch surveys/dashboards (Qualtrics Engage) 3. Understanding of Discover text analysis connectors, taxonomies and dashboards Education Requirement: Masters or years of experience equivalent (6+ years in CX / VOC research roles) Education Preferred: Bachelor's degree in Market Research, Human Computer Interaction, Human Factors, Psychology, or CX/UX Research or similar field Software Skills Required: (in order of importance) Qualtrics Customer XM, user testing platforms, online research communities (e.g. Fuel Cycle)

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