Customer Experience (CX) ResearcherPosition Summary Start Date 11/2 Remote until June 2027 then possibly Hybrid with hours at Rancho Cordova Office Equipment Provided The Customer Experience (CX) Researcher plays a key role in understanding customer behaviors, needs, expectations, and motivations to help develop intuitive, accessible, and engaging products and services. This position leads customer experience research initiatives from initial planning through final analysis and recommendations, using qualitative and quantitative research methods to identify opportunities for improvement and inform product development and business decisions. The CX Researcher works closely with clients, UX designers, product managers, developers, and other cross-functional stakeholders to define research objectives, develop testing strategies, evaluate prototypes, conduct customer interviews and usability studies, and translate research findings into actionable insights. The ideal candidate combines strong analytical and problem-solving skills with excellent communication, collaboration, and project management abilities. Key Responsibilities Plan, coordinate, and lead end-to-end customer experience research projects to understand customer needs, behaviors, preferences, and motivations. Conduct qualitative and quantitative research using methods such as usability testing, customer interviews, surveys, contextual inquiries, and field research. Consult with clients and internal stakeholders to define research objectives, determine appropriate methodologies, establish project scope, and develop research plans. Collaborate with clients, UX designers, developers, and product teams to evaluate prototypes, test concepts, and identify opportunities to improve products and services. Moderate remote and in-person research sessions, facilitate customer interviews, and gather feedback from users in relevant environments. Observe and analyze customer interactions to identify usability challenges, customer pain points, behavioral patterns, and opportunities to improve the overall experience. Analyze research data and findings to develop meaningful insights that address project objectives and answer key business questions. Translate research findings into clear, practical recommendations that support product design, development, customer experience improvements, and future research initiatives. Prepare detailed research reports, presentations, and supporting materials that communicate findings, insights, and recommendations to clients and stakeholders. Build and maintain strong client relationships by providing consultative guidance, communicating progress, addressing research challenges, and proactively recommending solutions. Collaborate with cross-functional teams to ensure research insights are incorporated into product strategies, design decisions, and customer experience initiatives. Identify opportunities to improve research processes, internal workflows, and client practices by recommending effective methodologies, tools, and best practices. Manage multiple research projects simultaneously while maintaining timelines, deliverables, project scope, and budget requirements. Maintain familiarity with emerging CX and UX research methods, tools, technologies, and industry best practices to continuously improve research quality and effectiveness. Education and Experience Bachelor's or master's degree in Human-Computer Interaction (HCI), Psychology, Anthropology, UX Research, or a related field preferred. Two or more years of experience in customer experience research, UX research, usability research, or a related discipline preferred. Demonstrated knowledge of qualitative and quantitative research methodologies, including usability testing, surveys, contextual inquiry, and customer interviews. Experience planning and conducting research studies, analyzing findings, and developing actionable recommendations. Strong analytical, critical-thinking, and problem-solving skills, with the ability to interpret complex information and identify meaningful patterns. Excellent written and verbal communication skills, including the ability to present research findings and recommendations to clients and stakeholders. Strong interpersonal and collaboration skills, with the ability to build relationships and work effectively across multidisciplinary teams. Familiarity with CX/UX research platforms, survey tools, data analysis applications, and statistical software preferred. Demonstrated project management and organizational skills, including the ability to manage multiple priorities and meet deadlines in a fast-paced environment. Ability to exercise sound judgment, adapt research approaches to project requirements, and proactively resolve challenges. Key Competencies Customer-focused research and problem-solving Qualitative and quantitative data analysis Research planning and methodology selection Usability testing and customer behavior analysis Client consultation and relationship management Insight development and strategic recommendations Report writing and presentation development Cross-functional communication and collaboration Project coordination, time management, and attention to detail Continuous improvement and research best practices Performance Expectations The successful candidate will deliver reliable, high-quality research that provides a clear understanding of customer needs and supports informed business and product decisions. Performance will be demonstrated through the quality and relevance of research findings, the practicality of recommendations, effective client and stakeholder collaboration, adherence to project timelines and budgets, and the ability to translate customer insights into meaningful improvements in products and services.

Pay:

$50.48 per hour Expected hours: 40.0 per week

Work Location:

Hybrid remote in Rancho Cordova, CA 95670