We are seeking a Customer Experience (CX) Research Specialist to join our dynamic Innovation Studio. In this role, you will serve as the right-hand to the Experience Strategist, delivering research, insights, and curated inspiration that drive customer-centric innovation. You’ll combine research rigor with creativity, helping uncover customer needs, market opportunities, and experience best practices across industries such as Telecom, B2B, and MarTech.
Responsibilities
- Research and Discovery
- Conduct qualitative and quantitative research to understand customer behaviors, needs, motivations, and pain points.
- Perform competitor and market landscape analyses with a focus on Telecom, B2B, and Marketing Technology industries.
- Support primary research activities, including survey design, customer interviews, and usability testing.
- Insights Curation and Analysis
- Curate relevant case studies, customer journey maps, industry reports, and customer experience benchmarks.
- Analyze research findings to extract actionable insights and strategic recommendations.
- Prepare research briefs, trend reports, and insight summaries for use by the Experience Strategist and broader studio team.
- Strategic Support
- Assist in designing and preparing workshop materials, innovation frameworks, and ideation session inputs.
- Collaborate with the Experience Strategist to translate research into opportunity areas and CX strategies.
- Help visualize insights through charts, infographics, and storytelling formats to enhance strategic presentations.
- Operational Excellence
- Maintain an organized and up-to-date research and inspiration library for the studio.
- Track and manage research project timelines and deliverables to ensure alignment with broader strategic initiatives.
Qualifications
- 5+ years of experience in research, insights, customer experience, UX research, Design, or related fields.
- Strong skills in qualitative and quantitative research methodologies.
- Comfortable gathering, analyzing, and synthesizing large amounts of data into clear narratives.
- Familiarity with customer journey mapping, persona development, and experience frameworks.
- Experience using research and insights tools such as:
- Survey and feedback platforms (e.g., Qualtrics, Medallia, SurveyMonkey)
- Journey orchestration and CX platforms (e.g., Salesforce, Adobe Experience Cloud, Genesys)
- Analysis and visualization tools (e.g., Excel, Tableau, Adobe, Power BI, Airtable)
- Collaboration and documentation tools (e.g., Miro, Confluence)
- Excellent written, visual, and verbal communication skills.
- Highly organized, proactive, and passionate about delivering exceptional customer experiences.
Preferred
- Industry experience or familiarity with Telecom, B2B business models, or the MarTech ecosystem.
- Background in CX, Design, Innovation Strategy, or UX Research.
- Familiarity with design thinking, agile methodologies, or human-centered design processes.
- Ability to work in a fast-paced, ambiguous environment and manage multiple priorities.
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