In order to increase customer loyalty, retention, and acquisition, Consumer Reports is embarking on a Customer Experience (CX) transformation to optimize how we deliver to our customers today and in the future. As part of this effort, the Consumer Insights team is building key programs including developing a Voice of the Customer program, formalizing how we measure for CX, overseeing business process improvements in conjunction with the Digital Product teams, creating a Customer Journey Mapping program, and supporting various cultural initiatives to help support and sustain change. This is an exciting time for Consumer Reports where we have made the commitment to implement CX as a strategic initiative and are looking for enthusiastic and innovative team members to join our team!
The CX Researcher will be responsible for developing and leading the CR Voice of the Customer (VOC) program. The Researcher will work with multiple sources to gauge customer's feedback about their experiences and expectations for CR’s products or services. This feedback will be used to provide the consumer with CR’s best in class services and products.