In this role, you will work closely with mixed-methods design researchers and service line leaders to help them understand factors affecting service experiences for diverse user groups and create action plans to improve these experiences.
You will design, execute, and oversee end-to-end quantitative research for strategic and ad hoc initiatives, including rigorous quantitative analysis of large datasets relevant to our CX strategy.
You will identify secondary and demographic data to complement primary research findings, review trends and address them with relevant teams, support the creation of reliable measurement approaches and tools to understand user motivations, and proactively identify patterns and opportunities to forecast where applicable.
Enhancing efficiency by developing and applying automation/machine learning or leveraging existing tech solutions (platforms, tools) and ensuring data accuracy and compliance through necessary audit mechanisms will be part of your responsibilities.
You will produce professional deliverables that clearly communicate insights, implications, and recommendations to stakeholders.
Additionally, you will collaborate with the immediate team and internal stakeholders, facilitate working sessions with stakeholders and users, and provide regular actionable updates on the research process and emerging insights.