Founded in 1936, CR has a mission to create a fair and just marketplace for all. Widely known for our rigorous research and testing of products and services, we also survey millions of consumers each year, report extensively on marketplace issues, and advocate for consumer rights and protections around safety, digital rights, financial fairness, and sustainability. CR is independent and nonprofit.

The Senior UX Researcher, Customer Experience will be responsible for iterating Voice of the Consumer (VOC/CX) and UX research.You will work with multiple sources to gauge customer's feedback about their experiences and expectations for CR’s products and services. This feedback will be used to provide consumers with CR’s best in class services and products.

At CR, you will be part of a team that creates new, exciting experiences for the next generation of members. The goal is to see significant results, like higher conversion rates, satisfaction and longer time spent on the site.

This is an exciting opportunity to help shape the future of Consumer Reports for the next generation of consumers.

Responsibilities:

• Partner with the Associate Director to design research needed to collect consumer information, analyze data and create actionable reports for the business around consumer insights.
• Collaborate with various divisions in the organization driving a VOC centric culture, via  working with team members and vendors to identify requirements, create a plan, and execute research.
• Develop and support an enterprise-wide CX measurement system to gauge the customer experience of interactions with CR Digital, traditional, and new ventures products.
• Create concise, insightful presentations, scorecards and dashboards for the business and executive levels to help the organization keep track of KPIs.
• Conduct in depth analysis of metrics to identify themes, research outputs, and narratives. Synthesizes and communicates research insights and findings to a variety of audiences.

 

Minimum Qualifications:

• Bachelor’s Degree in a related technical discipline, or the equivalent combination of education, professional training, or work experience in addition to a minimum of 4 years of CX/UX experience.
• Voice of Customer Program, UX research, analysis, report creation and presentation expertise.
• Strong UX/market research, survey development, quantitative, and qualitative skills.
• Experience with various forms of insights tools and analysis: surveys, social/listening posts, customer panels, focus groups, ethnographic research, text and voice analytics, Jobs To Be Done.
• Extensive experience in leading research projects from start to finish for creating scorecards, dashboards, and/or reports that are easy-to-read and understood by the business; aligned to the business strategy, and actionable.
• Experience with CX VOC Platforms, data, and statistical software (such as UserTesting, Alteryx, Confirmit, Qualtrics, Clarabridge, Alchemer, SPSS, SAS, etc).
• You have harnessed data to craft a story and to make action-oriented recommendations.

 

This position requires you to be fully vaccinated prior to your start date.

Consumer Reports is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decision without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.