Senior Quantitative CX Researcher

As a Senior Quantitative CX Researcher, you will be responsible for Survey Management, which includes design, implementation and deployment to collect generative and evaluative quantitative data, ensuring customer research survey questions are clear, unbiased, and aligned with experience metrics, survey design format, scales, standards and research objectives. You will hold a pivotal role in advancing user experiences and driving innovation across our digital products and services. Your expertise will be crucial in conceptualizing and executing user-focused solutions that elevate the overall experience for patients, healthcare providers, and other stakeholders. You will collaborate extensively with cross-functional teams to lead quantitative research efforts, distilling complex findings into actionable customer insights. This role requires a proven track record in conducting impactful research and a deep understanding of user-centric design principles. Your passion for collaboration, combined with your drive to effect positive change, will make you a key asset in our pursuit of exceptional user satisfaction.

Essential Functions Of The Quantitative CX Researcher

• Account Management: Handle internal stakeholder requests to evaluate primary business questions and desired output, developing quantitative analysis strategies to guide business decisions.
• Team Building: Coach and support junior Quantitative Researchers on the Customer Testing team, seeking opportunities to lead and develop others.
• Survey Tool Management: Oversee survey tool management and administration, including user management and data cleaning.
• Survey Design Strategy: Lead the selection and implementation of survey question types, formats, and methodologies, ensuring consistency and alignment with transactional and experience metrics with data analysis needs.
• Designing Research Studies: Plan and execute quantitative research studies to gather insights into user behavior, preferences, and interactions with physical and digital products and services.
• Data Collection And Analysis: Collect, analyze, and interpret quantitative data using tools such as surveys, analytics platforms, and behavioral data to inform product decisions.
• Statistical Analysis: Apply statistical methods and techniques to analyze large datasets and derive meaningful insights that contribute to improving user experiences.
• Reporting And Visualization: Communicate findings and insights effectively through clear and compelling reports, data visualizations, and presentations to stakeholders.
• Collaboration: Partner closely with qualitative CX researchers, UX designers, product managers, engineers, and other key stakeholders to integrate research findings into the product development process.
• Continuous Improvement: Stay updated on current industry trends, best practices, and emerging methodologies in quantitative CX research to continually improve research processes, standardization and methodologies.
• Cross-functional Support: Provide support and guidance to teams on quantitative research methods and data-driven decision-making processes.

Data Management: Lead collaboration across teams to define survey standards, ensure data compliance, and establish protocols for data handling and storage. Recording and maintaining comprehensive knowledge management documentation and repository for survey results, survey designs, programming codes, and data usage.

Key Success Factors

Deeply empathetic quantitative user researcher that is endlessly curious about what makes people tick.

Bachelors degree in a relevant field such as Human-Computer Interaction, Computer Science, Psychology, Cognitive Science, Applied Statistics, or a related discipline.

Proven experience as a quantitative CX researcher, with a strong portfolio demonstrating successful research outcomes and the ability to influence product design and strategy.

Expertise in conducting quantitative research methods, such as interviews, surveys, usability testing, card sorting, and heuristic evaluations.

Demonstrated proficiency in using quantitative CX research tools and software, such as Qualtrics, Medallion, SurveyGizmo, UserTesting.com, and other analytics platforms.

Proficiency in analyzing research data and synthesizing findings into clear, actionable insights and recommendations.

Excellent communication skills, with the ability to effectively articulate research findings to both technical and non-technical stakeholders through story-telling.

Strong knowledge of quantitative CX design principles and best practices, with an understanding of how research informs business decisions.

Familiarity with healthcare industry trends, patient engagement, and regulatory considerations is highly desirable, but not required.

Ability to work independently and manage multiple research projects simultaneously, while adhering to deadlines.

Leadership skills, with the ability to inspire and mentor junior researchers, and collaborate effectively with cross-functional teams.