The Customer Experience Researcher is a collaborative critical thinker, has a strong foundation in both quant and qual methodologies, B2B research experience in scientific and healthcare settings, and proven project management and communication skills. Ideal candidates will have a working knowledge of molecular lab operations and workflows.
Responsibilities:
Acting as project lead, oversee research initiatives to uncover customer insights while managing stakeholder expectations through clear communication on research scope and deliverables.
Design and execute mixed-methods research to develop evidence-based market segmentation profiles and detailed journey maps. Develop research documents including screeners, surveys, discussion guides and infographics.
Coordinate with multiple teams and departments to ensure research alignment.
Conduct in-depth interviews, bulletin boards, diaries, and short-and long-form surveys. Facilitate workshops and working sessions to gather feedback and buy-in.
Integrate qual and quant findings into cohesive storytelling. Present findings and recommendations to diverse stakeholder groups.
Requirements:
5+ years of experience with B2B market research or B2B customer experience research with healthcare or scientific audience.
Completed projects in customer journey mapping and persona development using market research methodologies.
Advanced skills in qualitative and quantitative research design and execution, including in-depth interviews, bulletin boards, diaries, and short and long-form surveys and communities.
Knowledge of recruitment techniques and strategies for hard-to-reach B2B populations.
Ability to influence and persuade stakeholders through well-developed, cross-functional communication skills.
Advanced-level strategic-thinking, problem-solving and change management skills.
Knowledge of recruitment techniques and strategies for hard-to-reach B2B populations.
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