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Consumer Experience (CX) Research

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The Consumer Experience (CX) Researcher will focus on identifying opportunities to improve the customer’s experience. The CX Researcher will conduct research, present findings, and make recommendations to ensure that product decisions and priorities are aligned with customer needs and wants.This role is part of a new Consumer Experience team that was established to promote human-centered design and execute digital-focused projects internally for customers (HCPs, patients) and employees. Projects will involve a mix of deep customer understanding research to inform the product/solution strategy and usability testing research to inform design development and execution.The CX Researcher will have a solid understanding of the human-centered design process and experience in scoping research projects, selecting appropriate methodologies, managing research vendors, building insight frameworks, and presenting insights to stakeholders. The CX Researcher will also be experienced at working closely with design/development teams.As the Consumer Experience team is still building out each discipline, the ideal candidate will have an agile, action-oriented attitude and not be afraid to be hands-on with research efforts, some of which will be fully executed internally.Must be partial onsite in Cambridge, MA or Morristown, NJResponsibilities:Lead the design and execution of research studies that follow research best practices and methodologiesPartner with product owners, functional leads, and stakeholders to clarify project goals and identify areas where customer research can provide greater insightPartner with the CX strategy and design team leads to develop a research roadmap/strategy and project brief that accurately estimates the scope and level of effort required for projects; integrates it within the design planning, estimation, and prioritization processSelect and manage research vendors to ensure that study participants and research findings meet CX team and stakeholder expectationsLead the creation of customer journeys, insight frameworks, and user personas which synthesize data and findings, helping the team arrive at a shared understanding of the customer needs.Develop and execute usability testing on digital solutions (apps, websites, etc.)Passionately advocate for customer needs, insights, market trends, etc. that need to be considered and incorporated into the experience and design strategyPresent research findings and recommendations in a clear and compelling manner.Identify or develop immersive and interactive methods for helping stakeholders and the CX strategy/design teams understand the needs and experiences of customers.Ensure all research study results are actionable and contribute directly towards meeting project and business goals in pragmatic approachBe an influential leader who champions and advocates for the customer (HCPs, patients, employees, etc.) on projects and across the business; not be afraid to speak up when you see the customer’s needs and preferences being ignoredEvangelize and exemplify user research best practices for the entire organizationContribute to the CX team’s vision by identifying areas of opportunity or improvementKnowledge, Skills & AbilitiesKey QualificationsBachelor’s degree or equivalent work experience in design, HCI, or related field. Master’s degree in relevant field a plus.3+ years of CX or UX research is a must, preferably in a consulting or large corporate environment3+ years of experience in the design of digital devices, software, or solutions/applicationsAdvanced knowledge of design principles, usability principles, and UX research methods (quantitative and qualitative) and the ability to guide teams to apply research findings/insights within the product development processPrevious experience implementing a human-centered design methodology in product developmentExperience applying design thinking in ambiguous situations and on a variety of digital and non-digital projectsExcellent teamwork skills, and the ability to lead, influence, motivate, and inspire cross-functional teamsExcellent verbal and written communication skills, especially as they relate to presenting and defending research and design decisions; can flex and adapt to audiences (stakeholders and partners) at all levels and sizesFamiliarity with pharma or digital health is a plus, but not requiredResearch work samples that demonstrate the best practice in user research, methodology, and insight framework generation is a must to be considered for this position.Desired traitsAgility, decisiveness, resilience, transparent communications, and openness with strong attention to detailsYou bring the ability to and a passion for leading cultural shifts in organizations, especially when it relates to digital transformation and human-centered design.You are a vibrant and engaging storyteller with strong business communication and presentation skills.You have an intellectual curiosity that inspires others around you.The target hiring compensation range for this role is $65-70/hour.Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

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$135200K

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What You Should Know About Consumer Experience (CX) Research, Aquent

As a Consumer Experience (CX) Researcher at our company in Cambridge, MA, you’ll play a pivotal role in revolutionizing how customers interact with our products. Think of this as a chance to dive deep into the heart of customer satisfaction, identifying those golden opportunities to enhance their experiences. You'll be conducting comprehensive research, presenting your findings, and proposing actionable recommendations to shape our product decisions in alignment with what our customers truly want and need. With the establishment of our new Consumer Experience team, you'll be contributing to a thrilling, human-centered design journey while executing impactful digital projects for healthcare professionals, patients, and employees alike. Your knack for scoping research projects, selecting methodologies, and collaborating closely with design and development teams will be key in delivering insights that drive innovation. We're looking for someone who is agile and action-oriented, ready to get hands-on with research efforts, some of which involve executing studies internally. You’ll also play a critical role in creating customer journeys and user personas that synthesize data to help everyone in the team grasp our customer’s needs. If you have a passion for UX and CX research, along with a desire to champion the voice of the customer across the organization, then this is the perfect opportunity for you!

Frequently Asked Questions (FAQs) for Consumer Experience (CX) Research Role at Aquent

What are the main responsibilities of a Consumer Experience (CX) Researcher at this company?

The primary responsibilities of a Consumer Experience (CX) Researcher at our company include leading the design and execution of various research studies, collaborating with product owners and stakeholders to define project goals, managing research vendors, and creating insightful frameworks that highlight user needs. Additionally, the CX Researcher will advocate for customer needs and present findings to ensure that decision-making aligns with user expectations, contributing actively to the overall design and development process.