Overview
Are you a dynamic team player with a passion for conducting customer research, influencing change, and driving tangible success through insights? Do you thrive in an agile work environment, love working with data, and recognize the value of creating stellar customer experiences? Use your mixed-methods research experience, excellent analysis skills, and your keen ability to collaborate cross-functionally to help the Esri Customer Experience (CX) team scale our Voice of the Customer (VoC) program. By designing VoC studies, expanding our journey mapping focus, and performing qualitative analysis, you will be responsible for the critical research and storytelling that brings customer insights to Esri decision-makers. Be a part of a team that’s hyper-focused on translating data into insights to improve the experiences that matter most to our customers.
Responsibilities
- Serve as subject matter expert on VoC study design, including survey methodology, customer loyalty metrics, and journey mapping frameworks
- Lead primary research using a variety of remote and in-person methodologies, including in-depth interviews and contextual inquiry
- Own and expand the qualitative data analysis strategy for customer feedback data from surveys, user forums, and other sources
- Collaborate with CX Report Analyst to refine overall customer feedback analysis strategy (for example automated text/sentiment analysis vs. manual human analysis)
- Perform qualitative analysis from relationship surveys to identify and communicate customer feedback themes to internal and external customers through Survey Highlights Reports
- Advocate for customer experience improvements through compelling storytelling and presentation of research findings
- Conduct primary and secondary research to inform the improvement of the Esri CX program’s operations and customer touchpoints
- Leverage research processes, resources, and tools from the UX research team and collaborate with UXR team members on key projects or operations
- Be an active participant in Esri’s internal research community
- Be a human-centered research and design advocate - have an expert opinion, use your voice, and share your knowledge widely internally and externally through talks and publications
Requirements
- 5+ years of experience working in related research or CX roles
- Expert level knowledge of qualitative, participatory, and mixed-method research design and methods, especially surveys, interviews, and collaborative discovery workshops
- Experience conducting research on omnichannel customer experiences
- Experience developing and supporting a Voice of Customer (VoC) program
- Demonstrated ability to derive insights from diverse types and sources of data
- Knowledge of Design Thinking and Experience Design concepts
- Desire to work collaboratively as a part of team, while demonstrating a strong sense of ownership
- Superb written and verbal communications and excellent presentation skills
- Understanding of the practical and ethical considerations surrounding informed consent, user privacy, research/ feedback data management, and participant representation
- Bachelor’s degree from an accredited institution in business, human-computer interaction, information science, anthropology, psychology, sociology, communication, or related field (advanced degree preferred)
Recommended qualifications
- Experience working in enterprise/B2B environment
- Experience developing and interpreting customer feedback metrics
- Knowledge of the research implications and best practices related to privacy regulations such as GDPR and CCPA
- Familiarity with geographic information systems (GIS) technologies and audiences
- Completed Customer Experience Professionals Association (CXPA) certification
About Esri
Our passion for improving quality of life through geography is at the heart of everything we do. Esri’s geographic information system (GIS) technology inspires and enables governments, universities, and businesses worldwide to save money, lives, and our environment through a deeper understanding of the changing world around them.
Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
If you need a reasonable accommodation for any part of the employment process, please email askcareers@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.
Esri’s competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 80 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.