CX Analyst / UX Researcher

The responsibility of this position is to research, uncover, and analyze prospect/student wants, needs, and pain points. This is a critical position that serves as the basis for our enterprise customer experience, honing customer insights into strategy and action.

Essential Duties & Responsibilities:

The candidate will conduct primary UX research as well as design and monitor dashboards, metrics, and reports to identify bright spots, root causes, and trends. They will use a myriad of CX/UX methods, including UX research, VOC, journey mapping, and process mapping to link insights to business performance and activation opportunities.

This position will partner with internal stakeholders to better understand business goals and ensure we have the right data and capabilities to create actionable insights/recommendations for business and student success.

Research and Analysis:

• Lead UX research, including planning, fielding, analysis, reporting, and communication.

• Manage customer data sources, such as mystery shopping, customer surveys, journey research, and VOC platform (e.g., Qualtrics XM Discover).

• Partner with IT, product, business, and analytics teams to continuously evaluate, enhance and update data sources.

• Partner with stakeholders to research, map, and identify experience opportunities.

• Plan, gather data, analyze, synthesize, and report insights to support business needs.

• Apply a rigorous and ethical approach to all data collection and analysis.

• Manage and analyze voice of the customer data to better understand bright spots and pain points, and to identify the root cause of student feedback.

• Analyze unstructured data/text analytics collected from multiple feedback sources including in-depth interviews, phone calls, and surveys.

• Deliver rigorous analysis of customer feedback, journeys and pain points using leading methodologies.

• Create and monitor dashboards, metrics, and reports for trends.

• Generate compelling insights, analysis, and reports that highlight potential improvement opportunities and other strategic and actionable business recommendations.

Job Skills:

Customer Empathy:

• Be a customer and data storyteller with the ability to visualize and communicate the voice of our customer to the organization and build company-wide understanding and empathy clearly and succinctly.

• Support the health and quality of key customer journeys and interactions, working with stakeholders to plan experience improvements and to limit experience disruptors.

• Align and collaborate with analytics, product, and insights teams to tell a cohesive story about our students.

• Identify potential listening posts, design, and implement instrumentation to extract insights across broad touchpoints throughout the experience lifecycle.

• Educate and build deeper empathy about our customers, clearly articulate customer needs and pain points, and propose potential solutions.

Operational Tasks:

• Qualtrics XM Discover maintenance (e.g., topic modeling, transcription tuning).

• Ensure operational excellence in maintaining tools and processes, keeping reporting tools up to date.

Key Deliverables: Daily/monthly/quarterly reports, ad hoc reports.

Work Experience:

• 2+ years in UX research, including experience fielding in-depth interviews, contextual inquiries, usability testing, card sorting/tree testing, Kano, and surveys.

• Experience with text analytics tools and VOC a plus (e.g., Qualtrics XM Discover).

• Experience analyzing customer feedback to identify actions that improve customer experience.

• Advanced proficiency with MS Excel and PowerPoint.

• Ability to manage multiple tasks simultaneously within a continually changing environment.

• Excellent problem-solving skills and ability to navigate challenging situations.

• Possess strong collaboration, communication, storytelling, and presentation skills.

Education:

• Bachelor’s degree in psychology, statistics, analytics, economics, data science or related discipline preferred. Master’s degree a plus.

Certificates, licenses and registrations:

• Certified Customer Experience Professional (CCXP) a plus.

Other:

• Must be able to travel occasionally should a business need arise. For most roles travel would not be common. Travel may involve plane, car or metro. In accordance with ADA policies, reasonable accommodations regarding travel limitations can be provided. Travel will be more common for roles such as Account Executives (25 - 50%), senior leaders (10 – 20%) or Capella Core Faculty (5 – 10%).

• Ability to work onsite in Corporate or Campus location (in a typical office environment) may be required based on role. If so, this would include being mobile within the office, including movement from floor-to-floor using elevators or stairs.

• If offsite or hybrid role, must have access to work in setting which enables meeting all requirements of the role (including privacy, reliable internet access, phone, ability to video conference, etc.) at a remote location.

• Faculty and Federal Work Study roles require access to work in setting which enables meeting all requirements of the role (including computer, privacy, reliable internet access, phone, ability to video conference, etc.) at a remote location.

• This role may require lifting, however reasonable accommodations will be provided in accordance with our ADA policies.

• Must be able to meet critical thinking and problem-solving aspects aligned to job duties, as well as effectively communicating with co-workers.

• Must be able to work more than 40 hours per week when business needs warrant. Accommodations related to schedule may be considered.

• Able to access information using a computer.

• Other essential functions and marginal job functions are subject to modification.

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If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department at [email protected].