Quantitative User Experience Researcher
- Location: Chicago, IL
- Start Date: 5/27/2025
- Job ID: 25-00899
- Posting Date: 5/27/2025
- Job Type: Contract
Position Overview:
As the Quantitative UX Researcher you will be responsible for managing, evolving, and enhancing our Voice of Customer program, which includes customer satisfaction (CSAT) and always-on feedback surveys, ensuring it aligns with our strategic objectives and delivers actionable insights. This role will involve designing and executing tracking studies, analyzing customer satisfaction data, and leveraging advanced quantitative research methodologies to guide key product decisions. You will be instrumental in evolving the VOC program beyond its current structure and work cross-functionally with various teams to drive continuous improvements in user experience.
The Secret Sauce:
Responsibilities:
Qualifications:
As the Quantitative UX Researcher you will be responsible for managing, evolving, and enhancing our Voice of Customer program, which includes customer satisfaction (CSAT) and always-on feedback surveys, ensuring it aligns with our strategic objectives and delivers actionable insights. This role will involve designing and executing tracking studies, analyzing customer satisfaction data, and leveraging advanced quantitative research methodologies to guide key product decisions. You will be instrumental in evolving the VOC program beyond its current structure and work cross-functionally with various teams to drive continuous improvements in user experience.
The Secret Sauce:
- You are an expert of UX metrics (e.g., NPS, CES, conversion rates, task success rates) and can derive actionable insights from these metrics.
- You are passionate about the impact that research can drive within a product organization and like to push the boundaries on other people's thinking.
- You are an insightful thinker who brings sharp analysis and a strong point of view to their work and rapidly translates insights into opportunities that serve both customer and business needs.
- You are a self-motivated and dependable team member with critical attention to detail, deadlines, and presentation and reporting skills.
- You are excited by the idea of owning a Voice of Customer program and you can execute high quality research with minimal feedback.
- You are an expert presenter, communicator, and influencer demonstrated by captivating visual outputs and deliverables.
- You are a delight to work with and understand that research insights are meaningless without buy-in and collaboration from stakeholders.
Responsibilities:
- VOC Ownership & Strategy: Lead the development, execution, and continuous improvement of the Voice of Customer program. Own the program end-to-end, from survey design to data collection, analysis, and reporting. Take the program to the next level by introducing innovative strategies to gather, measure, and act upon customer feedback effectively.
- Tracking Studies & Longitudinal Research: Design and implement ongoing tracking studies to monitor customer satisfaction over time, ensuring we capture consistent and reliable feedback from a representative sample of users. Use these insights to identify trends, measure the impact of product changes, and evaluate the overall user experience across multiple touchpoints in the grocery retail and e-commerce journey.
- Behavioral Data Analysis & Statistical Modeling: Conduct advanced statistical analysis on CSAT and other user experience metrics. Use tools like R, Python, SPSS, and other analytics platforms to perform regression analysis, segmentation, and other statistical modeling techniques to derive actionable insights.
- Cross-Functional Collaboration: Work closely with product managers, designers, engineers, and customer support teams to integrate CSAT insights into the product and business strategy.
- Reporting & Data Visualization: Create clear, actionable, and visually compelling reports and dashboards to communicate CSAT results and other UX metrics to both technical and non-technical audiences.
Qualifications:
- Bachelor's or Master's degree in Computer Science, Human-Computer Interaction, Statistics, Psychology, or a related field, or equivalent practical experience.
- 5+ years of experience in quantitative UX research or market research, with a strong focus on customer satisfaction (CSAT) programs and tracking studies. Experience in e-commerce is a plus.
- Expert knowledge of survey design and research methodology, especially in tracking studies such as CSAT and customer feedback surveys.
- Strong proficiency in statistical and data analysis techniques, including descriptive and inferential statistics (e.g., regression analysis, T-tests, ANOVA).
- Advanced proficiency with programming languages commonly used for data manipulation and computational statistics (e.g., Python, R, SQL, SPSS).
- Proficient in survey design tools (e.g., Qualtrics, SurveyMonkey, Typeform) with experience optimizing surveys to capture actionable insights.
- Extensive experience with web analytics tools and user behavior tracking platforms (e.g., Adobe Analytics).
- Experience in applying data-driven insights to influence design and product decisions at a senior level.
Posted by Aaron Goldblatt
Technical Resource Manager
(800) 821-4644 x
Technical Resource Manager
(800) 821-4644 x
