Customer Experience (Cx) Researcher Senior

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Arkansas Blue Cross is only seeking applicants for remote positions from the following states:

Arkansas, Florida, Georgia, Illinois, Kansas, Louisiana, Minnesota, Mississippi, Oklahoma, South Carolina, Tennessee, Texas, Virginia and Wisconsin.

Workforce Scheduling

Remote

Job Summary

The Customer Experience (CX) Researcher Senior works to create and execute research to elevate the voice of our customers and create improved customer experiences. Improving customer experience requires understanding the entire customer journey and structured research is a key to success. The Researcher CX will utilize surveys, focus groups and other research methods to gather data from our customers to help the company create better customer-centered experiences.

Requirements

EDUCATION

Bachelor’s degree in Design, UX, Communications, Marketing, Product Development, Anthropology, Psychology, or related field. In lieu of degree, five (5) years’ relevant experience will be considered.

Experience

Minimum five (5) years’ relevant research experience in the following with expertise in at least one of them: customer experience (CX), user research (UX), market research (MR), or voice of customer (VoC).

Experience with survey design, data collection, tabulation, analysis, and presentation.

Experience conducting qualitative and quantitative research and documenting insights.

Experience programming surveys in self-service platforms, such as Qualtrics.

Experience measuring and tracking customer experience (NPS, CSAT, CES).

Experience structuring/solving problems, drawing conclusions and formulating recommendations.

Knowledge of research techniques and resources.

Knowledge of qualitative, quantitative, and secondary research insights and strategies.

Essential Skills & Abilities

Oral & Written Communication

Detail Oriented

Analytical

Project Management

Vendor Management

Natural curiosity with a passion for problem solving and delivering results.

Passion for driving results and a desire to question the status quo.

Ability to create qualitative, quantitative, and secondary research insights and strategies.

Ability to multi-task.

Skills

Responsibilities

Develops standardized reporting and dashboards to track performance, escalate issues, and identify improvements., Establishes research methods and strategies to discover customer and business needs and identify solutions to meet those needs., Gathers in-depth feedback through research relevant to the experience our customers have when interacting with the company and transform those insights into recommendations that can be applied throughout the entire experience lifecycle., Maintains a passion for creating great customer experiences., Presents findings to business leaders to better understand needs and pain points and to improve the overall customer experience.

Certifications

Security Requirements

This position is identified as level three (3). This position must ensure the security and confidentiality of records and information to prevent substantial harm, embarrassment, inconvenience, or unfairness to any individual on whom information is maintained. The integrity of information must be maintained as outlined in the company Administrative Manual.

Segregation of Duties

Segregation of duties will be used to ensure that errors or irregularities are prevented or detected on a timely basis by employees in the normal course of business. This position must adhere to the segregation of duties guidelines in the Administrative Manual.

Employment Type

Regular

ADA Requirements

1.1 General Office Worker, Sedentary, Campus Travel - Someone who normally works in an office setting or remotely and routinely travels for work within walking distance of location of primary work assignment.