Introduction to blithequark
At blithequark, we are dedicated to delivering exceptional customer experiences through data-driven insights and strategic research initiatives. As a leader in our industry, we recognize the importance of understanding our members' and providers' experiences to inform business decisions and drive growth. We are now seeking a highly skilled and experienced Lead Customer Experience Researcher to join our team on a 6-month contract to permanent basis, working 100% remotely from anywhere in the US.
Job Overview
The Lead Customer Experience Researcher will play a critical role in our organization, responsible for designing, implementing, and analyzing customer experience research initiatives to provide actionable insights to our leadership teams. The successful candidate will have a strong background in qualitative and quantitative research, with expertise in user testing platforms, online research communities, and Qualtrics Customer XM. If you are a motivated and experienced research professional looking for a new challenge, we encourage you to apply for this exciting opportunity.
Key Responsibilities
- Understand member and provider experiences to provide leadership teams with actionable insights for improving them
- Advise on research strategies to answer business questions and produce actionable insights, along with facilitation of primary research (qualitative and quantitative) with various types of customers
- Facilitate focus groups, diary studies, and other research methodologies to gather rich and meaningful data
- Design, build, and launch surveys and dashboards using Qualtrics Engage, with a focus on creating engaging and effective user experiences
- Analyze and interpret complex data sets, including quantitative and qualitative data, to identify trends and patterns
- Present findings and recommendations to senior business executives, with a focus on delivering actionable insights that drive business growth
Performance Expectations and Metrics
The successful candidate will be expected to produce high-quality deliverables that are easy to consume and provide actionable insights to senior business executives. Key performance metrics will include:
- Quality and relevance of research findings and recommendations
- Timeliness and efficiency of research project delivery
- Effectiveness of research strategies in answering business questions and driving business growth
- Collaboration and communication with cross-functional teams, including stakeholders and stakeholders
Requirements and Qualifications
The ideal candidate will have:
- Experience in primary/generative and secondary/evaluative research, with a focus on qualitative and quantitative methodologies
- Strong expertise in Qualtrics Customer XM, user testing platforms, and online research communities (e.g. Fuel Cycle)
- Proficiency in SPSS and other data analysis tools
- Experience in the healthcare insurance or insurance industry, with a strong understanding of the complexities and challenges of this sector
- A strong portfolio of research work, including examples of research design, methodology, and analysis
- Excellent communication and presentation skills, with the ability to present complex research findings to non-technical stakeholders
Preferred Skills and Experience
In addition to the mandatory requirements, the following skills and experience are preferred:
- Experience in facilitating primary research (quantitative and qualitative) from beginning to end, including scoping, methodology selection, fielding, and analysis
- Knowledge of Discover text analysis connectors, taxonomies, and dashboards
- Experience in creating and managing intercepts for transactional surveys and feedback tabs
- Ability to design and implement service recovery/inner loop processes for surveys
- Strong understanding of research repository management and data governance
Career Growth and Development Opportunities
At blithequark, we are committed to the growth and development of our employees. As a Lead Customer Experience Researcher, you will have access to a range of training and development opportunities, including:
- Professional development workshops and conferences
- Mentorship and coaching from experienced research professionals
- Opportunities for career advancement and progression within the organization
Work Environment and Company Culture
At blithequark, we pride ourselves on our collaborative and dynamic work environment. As a remote employee, you will be part of a distributed team that values flexibility, autonomy, and open communication. We offer a range of benefits and perks, including:
- Competitive hourly rate of $55/hr W2
- Comprehensive benefits package, including health, dental, and vision insurance
- Flexible working hours and remote work arrangements
- Opportunities for professional development and growth
Conclusion
If you are a motivated and experienced research professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Lead Customer Experience Researcher at blithequark, you will have the chance to work on complex and meaningful research projects, collaborate with a talented team of professionals, and contribute to the growth and success of our organization. Please submit your portfolio and resume to be considered for this role.
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