Customer Experience Researcher Expert

18 hours ago


New York, New York, United States Success Academy Charter Schools Full time
About Us

SUCCESS ACADEMY CHARTER SCHOOLS IS A NETWORK OF PUBLIC CHARTER SCHOOLS THAT PROVIDES A FUN, RIGOROUS, AND WHOLE-CHILD EDUCATION TO STUDENTS IN NEW YORK CITY.

Our Mission

We aim to give every student in NYC a fair shot at reaching their potential by providing access to quality education, regardless of zip code or economic status.

About the Role

We are seeking a results-driven Customer Experience Researcher to join our community and customer experience team. The ideal candidate will be a professional dedicated to delivering exceptional customer service and utilizing their strong organizational and project management skills to support Success Academy in understanding customer needs, behaviors, and preferences.

This role involves observational and design research to study both the latent and explicit needs of prospects and existing clients, reviewing existing 2nd and 3rd party research on competitors, target customer segments, geographies, and new markets, and implementing research projects from inception to completion.

  • Observational and design research to study both the latent and explicit needs of prospects and existing clients
  • Review existing 2nd and 3rd party research on competitors, target customer segments, geographies, and new markets
  • Help concept owners to articulate clear hypotheses
  • Design qualitative research efforts to test and prove/disprove hypotheses
  • Implement research projects from inception to completion including RFP management, vendor selection, data integrity, and ensure excellence in insights
  • Share insightful findings with Success Academy CX stakeholders
  • Support iteration of concept vision and requirements in response to research insights

The successful applicant will have the following skills, characteristics, and values:

  • Bachelor's degree in Design or related fields; advanced degree in design, psychology, or social sciences preferred
  • 5+ years of professional experience in design research
  • Experience and understanding of product management and innovation
  • Proficiency with CX, UX and UI design principles
  • Excellent analytical, interpersonal, written and verbal communications skills
  • Proficiency with Microsoft Office Suite

The estimated salary for this position is $90,000 - $130,000 per annum, commensurate with experience. Benefits include a full benefits program and opportunities for professional growth.

Responsibilities

- Conduct observational and design research to understand customer needs and preferences
- Review existing research on competitors and target customer segments
- Help concept owners articulate clear hypotheses
- Design qualitative research efforts to test and prove/disprove hypotheses
- Implement research projects from inception to completion
- Share insightful findings with Success Academy CX stakeholders
- Support iteration of concept vision and requirements in response to research insights

Requirements

- Bachelor's degree in Design or related fields; advanced degree in design, psychology, or social sciences preferred
- 5+ years of professional experience in design research
- Experience and understanding of product management and innovation
- Proficiency with CX, UX and UI design principles
- Excellent analytical, interpersonal, written and verbal communications skills
- Proficiency with Microsoft Office Suite



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