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Senior Customer Experience Researcher

Senior Customer Experience Researcher

Experience (Years) 

More information about this job

Position Overview

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.


Qualifications Include

  • Bachelor’s Degree in a related technical discipline, or the equivalent combination of education, professional training, or work experience.
  • A minimum of 5-8 years of related experience.
  • Voice of Customer Program development experience, includes incorporating customer feedback into analysis
  • Strong market research, survey development, quantitative, and qualitative skills
  • Knowledge and understanding of various forms of insights tools and analysis: surveys, social/listening posts, customer panels, focus groups, ethnographic research, text and voice analytics
  • CX measurement development experience that measures CX at the enterprise and business levels
  • Experience in creating scorecards, dashboards, and/or reports that are easy-to-read and understood by the business, aligned to the business strategy, and actionable
  • Familiarity with leading CX VOC Platforms (i.e. Maritz, Medallia, Confirmit, Qualtrics, Clarabridge, Usabilla)
  • Experience with digital platforms strongly preferred
  • Strong communicator and can build trusted business relationships
  • Can craft a story using data and analytics, aligned to business problem/outcomes and make recommendations

Key Responsibilities

  • Partners with the Associate Director to design the overall methodology and tools needed to collect digital customer insights, analyze data and create actionable reports for the business around customer experience insights.
  • Collaborates with various divisions in the organization to embed VOC into the culture.
  • Works with our VOC vendor to identify requirements, create a plan, and execute on ideas.
  • Develops and supports an enterprise-wide CX measurement system to gauge the customer experience of interactions with CR Digital products.
  • Creates scorecards/dashboards and analyses at the business and executive levels to help organization keep track of KPIs.
  • Conducts in depth analysis of metrics to identify themes, research outputs and narratives.
  • Synthesizes and communicates research insights and findings to a variety of audiences across the organization.
  • Performs other duties as assigned but not those of a higher level.