CX Researcher

Main responsibilities:

• Looking after and expanding an always-on survey streams which establish perceived effort, NPS and churn drivers/barriers across the touchpoints and key moments in customer and prospect journeys
• Working with other teams to utilize product reviews and social feedback
• Engaging in annual panel surveys about the target audiences’ profiles and product feature interests
• Running passive feedback/ad-hoc polls on the websites and combining them with granular website engagement tracking data to guide CRO
• Using a mix of NLP tools and stats engines with the aim to give as much data as possible directly into the hands of stakeholders by creating dashboards and view access options
• Writing compelling and actionable deep-dive reports for stakeholders, as well as compiling key takeaways and impacts for business reviews
• Guiding, onboarding and training other researchers and stakeholders

Requirements:

• Undergraduate degree in a social science or in data science
• 2+ years of work experience in industry or academia with sound exposure to quantitative survey research
• Working knowledge of survey design principles and relevant biases
• Sound understanding of descriptive and inferential statistics
• Abilities to visualize data in compelling charts
• Skills to communicate insights and learnings in reports and presentations which turn data into stories that matter to practitioners
• High attention to detail throughout all stages of research projects and all output
• Abilities to manage and document research projects well
• Interest in digital marketing as context (e.g. media, web, social, email)
• Fluency in English (B2-C1)