Customer Experience Research Associate

October 20

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Fors Marsh

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Market Research • Survey Research • Organizational Research • Strategic Consulting • Usability Testing

201 - 500

Description

• Lead multiple research projects for public sector clients focused on federal financial and citizen services. • Lead the design, development, and implementation of both quantitative and qualitative customer experience and satisfaction research initiatives. • Oversee all aspects of project management, including coordinating tasks, schedules, budgets, deliverables, and team members. • Develop and maintain client relationships, understanding their needs, managing expectations, and providing continuous support. • Manage all stages of the research process, including survey creation, data collection, cleaning, analysis, and reporting. • Oversee the preparation and analysis of quantitative data, interpreting results and developing human-centered solutions. • Create and deliver internal and external communications for both technical and non-technical audiences. • Manage project budgets and identify variances. • Proactively identify potential obstacles and develop solutions.

Requirements

• A master’s degree in social sciences, business, or a related field. • A minimum of 4 years of applied experience contributing to customer experience (CX) research, preferably with Voice of the Customer research and for federal clients. • A minimum of 3 years of client-facing project management experience. • A Project Management Professional (PMP) certification is a plus. • Product management and road mapping experience is a plus. • Proven ability to lead projects and tasks, including managing budgets, staffing, and client relations. • Robust understanding of social science methodology (e.g., evaluation design, survey research, statistical analysis). • Proficient in at least one statistical analysis software package (STATA preferred, SPSS, or R). • Strong proficiency using MS Excel for data management and analysis as well as MS PowerPoint to develop presentations for clients. • Demonstration of strong verbal and written communication skills. • Meticulous attention to detail across all project tasks (e.g., communications, schedules, reporting, budget).

Benefits

• Top-tier health, dental, vision, and long and short-term disability coverage all covered at 100% for employee coverage. • Remote work. • Company culture values balance and allows employees to take leave without worrying about depleting available leave hours. • Floating holiday bank to celebrate valued days. • Generous matching retirement contributions and no vesting period starting the third month of employment. • Dedicated training and development budgets to expand expertise and grow skillset. • Paid time off for volunteering. • Participation in staff-led affinity groups. • Product and service discounts through the certified B Corp network.