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CX Researcher - Consumer Insights

Let’s Talk About The TeamJoin a new and emerging Experience Insights function (under Customer Experience) as a CX Researcher (Consumer Insights). In this role, you will lead our efforts to better understand our consumers’ needs, represent the VOC to the business and own VOC consumer reporting and scorecards.Let’s Talk About The RoleYou will design and oversee global consumer (patient) listening channels, analyze and interpret VOC data, and communicate insights to cross-functional teams, including Product, Marketing, and Commercial teams. As an advocate for the consumer internally, you will ensure that their perspectives and needs are at the forefront of business decisions. The ideal candidate will have solid understanding of CX fundamentals, strong analytical skills, be adept at problem-solving, and excel in fostering collaboration across teams, always keeping the consumer's viewpoint in mind.Product Team Influence• Design, manage and measure consumer VOC listening posts to capture consumer feedback along predetermined consumer journeys across all channels• Understand customer journey maps and engage with key business stakeholders to prioritize listening needs• Analyze CX data sets (CSAT, NPS) and synthesize feedback to provide a holistic consumer view to the business• Communicate insights, trends and roadblocks effectively to appropriate audiences and stakeholders• Create and manage consumer scorecards• Serve as the internal expert on best practices for VOC for consumers and establish industry benchmarking• Engage with project stakeholder audience and communicate project status, progress and risks to sponsors and leadership teamOrganizational Influence• Influence teams to improve CX• Participate in cross-functional initiatives to represent the voice of the consumer across the organization, including leading problem solving and driving continuous improvementMarket Influence• Stay updated on industry trends and best practices in CX to continuously enhance program execution• Align with product vision to help create and shape the market of the futureLets talk about you:• Customer-first mindset: Deep understanding of our customers' experiences with the passion to continuously evolve and influence the way we design experiences and products to create a step-change in how a customer interacts with ResMed.• Technical Proficiency: Demonstrated expertise in designing impactful consumer surveys and analyzing customer data, feedback, and trends to identify patterns, understand customer behavior, and make data-driven decisions.• Action Biased: Focus on implementation, execution, and driving meaningful progress in practical ways. The ability to actively take steps and make decisions that lead to tangible outcomes or results.• Analytical: Excellent analytical and critical thinking skills and the ability to effectively derive insights from customer data and translate findings into actionable recommendations.• Collaborative: You thrive on collaboration and excel in clear communication, conveying findings and recommendations to diverse audiences, including team members, stakeholders, and leadership.Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.

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What You Should Know About CX Researcher - Consumer Insights, ResMed

Hey there! Are you ready to embark on an exciting career as a CX Researcher - Consumer Insights with us? Based in sunny San Diego, CA, this role is perfect for someone who is passionate about understanding consumer needs and advocating for their voice within a company. You will head our new Experience Insights function, where you will dive deep into the rich data surrounding consumer feedback and convey significant insights to our Product, Marketing, and Commercial teams. Imagine being the go-to person for all things voice of the customer (VOC)! Your days will be filled with designing and managing consumer listening channels, analyzing and interpreting VOC data, and creating compelling reports that keep our stakeholders in the loop. Whether it's understanding customer journey maps or synthesizing CX data sets like CSAT and NPS, your analytical prowess will shine. Collaboration is key, as you’ll work alongside various teams, ensuring that consumer perspectives are front and center at every decision-making table. You'll also keep your finger on the pulse of industry trends, enhancing our initiatives and helping us shape the future market. If you have a customer-first mindset, a knack for analyzing data, and a passion for continuous improvement, we can't wait to see what you bring to our team!

Frequently Asked Questions (FAQs) for CX Researcher - Consumer Insights Role at ResMed
What are the key responsibilities of a CX Researcher - Consumer Insights at ResMed?

As a CX Researcher - Consumer Insights at ResMed, you will be responsible for leading efforts to understand consumer needs, overseeing global consumer listening channels, and analyzing VOC data. Your role involves communicating insights to cross-functional teams, designing impactful surveys, and creating consumer scorecards. You will also engage with key stakeholders to prioritize listening needs and drive continuous improvement based on customer feedback.

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What qualifications are required for the CX Researcher - Consumer Insights position at ResMed?

To excel as a CX Researcher - Consumer Insights at ResMed, candidates should have a strong background in customer experience fundamentals, analytical skills, and the ability to analyze consumer data effectively. Experience in designing consumer surveys and a collaborative mindset are essential. A customer-first approach, good communication skills, and a passion for improving consumer experiences are also critical for success in this role.

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How does the CX Researcher - Consumer Insights role impact the overall business at ResMed?

The CX Researcher - Consumer Insights plays a pivotal role at ResMed by ensuring that consumer perspectives are prioritized in business decisions. By analyzing feedback and synthesizing CX data, you help influence product strategy and marketing initiatives. Your insights lead to practical recommendations that enhance customer experiences, align with business goals, and drive continuous improvement across the organization.

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What does a day in the life of a CX Researcher - Consumer Insights at ResMed look like?

A typical day for a CX Researcher - Consumer Insights at ResMed may involve designing surveys, analyzing VOC data, and presenting insights to different teams. You'll engage with stakeholders, participate in cross-functional initiatives, and stay updated on industry trends. Collaboration is key; expect to communicate effectively with various teams and work towards enhancing the overall customer experience.

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What opportunities for growth are available for a CX Researcher - Consumer Insights at ResMed?

At ResMed, the CX Researcher - Consumer Insights role opens doors for professional development and career advancement. You can evolve your analytical skills, gain experience in cross-functional collaboration, and lead projects that directly impact consumer experiences. ResMed fosters a culture of excellence and innovation, providing ample opportunities to meet and exceed your career goals.

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Common Interview Questions for CX Researcher - Consumer Insights
Can you describe your experience with customer feedback analysis?

When answering this question, highlight specific instances where you've analyzed customer data, such as CSAT or NPS scores. Discuss the tools and methods you used to derive insights and how those insights led to actionable recommendations that improved customer experience.

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How do you prioritize listening needs across different consumer journeys?

To tackle this question, explain your approach to mapping out customer journeys and identifying key touchpoints. Detail how you engage with stakeholders to understand their needs and make informed decisions on where to prioritize your listening efforts for maximum impact.

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What strategies do you use to communicate insights to cross-functional teams?

Share your methods for effective communication, such as using data visualization and storytelling techniques. Illustrate how you tailor your communication to suit different audiences, ensuring that your findings resonate and lead to constructive discussions.

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Describe a time when you influenced a team decision based on consumer insights.

Pick a specific example where your analysis of consumer feedback directly influenced a business decision. Discuss the situation, your approach, and the outcome, emphasizing the importance of advocating for the consumer within the organization.

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How do you stay updated on industry trends in customer experience?

Discuss your commitment to continuous learning, whether through industry publications, webinars, or conferences. Explain how you leverage this knowledge to keep your work at ResMed cutting-edge and aligned with best practices.

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Can you give an example of a successful consumer survey you designed?

Provide a specific example of a survey you created, emphasizing the objectives, methodology, and the insights gained. Detail how this led to tangible changes or improvements in your organization.

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How do you measure the success of a VOC initiative?

Explain the key performance indicators (KPIs) you consider, such as response rates, actionable insights generated, or improvements in customer satisfaction metrics. Describe how you track progress and make adjustments to ensure continuous improvement.

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How do you handle conflicting feedback from consumers?

Discuss your approach to analyzing and prioritizing conflicting feedback. Emphasize the importance of context and understanding customer segments, and how you facilitate discussions with stakeholders to resolve these conflicts constructively.

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What role does collaboration play in your work as a CX Researcher?

Share your perspective on collaboration and how it enhances the consumer insights process. Provide examples of how you’ve worked with various teams to drive projects forward and ensure that consumer voices are accurately represented.

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Why do you want to work as a CX Researcher at ResMed?

Be genuine in your response, highlighting your motivation to contribute to a company making a positive impact in healthcare. Discuss your alignment with ResMed's mission and values, along with your enthusiasm for contributing your skills to enhance consumer experiences.

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By 2025 we will improve 250 million lives in out-of-the hospital healthcare!

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Full-time, on-site
DATE POSTED
December 5, 2024

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