Description

Design and execute research to develop a comprehensive view of the member experience.

This role is on-site.

Responsibilities

• Design and program effective surveys to capture consumer experience and Voice of Customer (VoC) data.
• Perform driver analysis using survey results and operational data to identify risks and improvement opportunities.
• Track key metrics over time, including NPS, ease, effort, and overall satisfaction.
• Build dashboards and presentations to deliver regular insights to stakeholders across the organization.
• Translate research findings into actionable recommendations through persuasive writing and presentations.

Required Skills

• Proven experience in CX research and survey design.
• Hands-on proficiency with Qualtrics for survey programming.
• Strong background in analytics and consumer experience.
• Deep knowledge of CX metrics including loyalty, satisfaction, and ease.
• Advanced proficiency in Microsoft Excel and PowerPoint.
• Ability to recruit appropriate members for research studies.
• Bachelor's degree or equivalent graduate education.
• 2 years of relevant professional experience.

Preferred Skills

• Experience using Tableau for data visualization.
• Experience with Clarabridge.

Key Skills

Education

Any Gradute