Senior CX Research Specialist

Responsibilities

• Research and Discovery
• Conduct qualitative and quantitative research to understand customer behaviors, needs, motivations, and pain points.
• Perform competitor and market landscape analyses with a focus on Telecom, B2B, and Marketing Technology industries.
• Support primary research activities, including survey design, customer interviews, and usability testing.
• Insights Curation and Analysis
• Curate relevant case studies, customer journey maps, industry reports, and customer experience benchmarks.
• Analyze research findings to extract actionable insights and strategic recommendations.
• Prepare research briefs, trend reports, and insight summaries for use by the Experience Strategist and broader studio team.
• Strategic Support
• Assist in designing and preparing workshop materials, innovation frameworks, and ideation session inputs.
• Collaborate with the Experience Strategist to translate research into opportunity areas and CX strategies.
• Help visualize insights through charts, infographics, and storytelling formats to enhance strategic presentations.
• Operational Excellence
• Maintain an organized and up-to-date research and inspiration library for the studio.
• Track and manage research project timelines and deliverables to ensure alignment with broader strategic initiatives.

Qualifications

• 5+ years of experience in research, insights, customer experience, UX research, Design, or related fields.
• Strong skills in qualitative and quantitative research methodologies.
• Comfortable gathering, analyzing, and synthesizing large amounts of data into clear narratives.
• Familiarity with customer journey mapping, persona development, and experience frameworks.
• Experience using research and insights tools such as:
• Survey and feedback platforms (e.g., Qualtrics, Medallia, SurveyMonkey)
• Journey orchestration and CX platforms (e.g., Salesforce, Adobe Experience Cloud, Genesys)
• Analysis and visualization tools (e.g., Excel, Tableau, Adobe, Power BI, Airtable)
• Collaboration and documentation tools (e.g., Miro, Confluence)
• Excellent written, visual, and verbal communication skills.
• Highly organized, proactive, and passionate about delivering exceptional customer experiences.

Preferred

• Industry experience or familiarity with Telecom, B2B business models, or the MarTech ecosystem.
• Background in CX, Design, Innovation Strategy, or UX Research.
• Familiarity with design thinking, agile methodologies, or human-centered design processes.
• Ability to work in a fast-paced, ambiguous environment and manage multiple priorities.