Jungle Scout

Customer Experience Researcher

Jungle Scout
United States
Posted on:
December 22, 2021

At Jungle Scout, we are on a mission to empower entrepreneurs and brands to grow successful e-commerce businesses, and we provide the industry-leading data, powerful tools, and resources they need.

Are you passionate about data and insights? Do you love to dig into research and translate findings into actionable feedback? Someone that loves to discover key insights that will help design great experiences? Amazing, then you are the type of person we are looking for!

Weโ€™re growing and we are looking to add a Customer Experience Researcher (CX) to our fast-paced and customer-oriented Marketing team to help us collect, analyze and understand customer insights to advise the creation of outstanding customer experiences!

They will work closely with various different teams but specially with the CX team, Product Marketing and Design to define opportunities and go-to-market strategies based on research and analysis.

The ideal candidate would have experience in the technology space or SaaS offerings, with a customer-centric mindset, and strong analytical abilities.

In The Customer Experience Researcher Role, You Will

  • Conduct Customer Research. Conduct quantitative and qualitative research around the customer to discover patterns and insights. Work collaboratively/cross-functionally with other researchers, designers and strategists to determine research-based recommendations for the product and overall experience.
  • Perform Insights Analysis. Work with data from several channels to develop subject matter expertise on how it all connects together and relates back to the customer. Communicate findings in a clear, concise and visually compelling way.
  • Customer Journey Mapping. Lead the creation and maintenance of customer journeys, and personas with synthesized data and findings, to help the organization arrive at a shared understanding of our customer needs.
  • Visualize omnichannel experiences and optimization. Work with different teams to understand and improve experience throughout all different touchpoints in the customer journey. Ensure we always deliver value and consistent messaging across all channels and interactions.
  • Collaborate. Maintain strong relationships with team members across the organization, such as Product Managers, UX team, Marketing and Design departments to effectively collaborate in many shared initiatives.

Who You Are

  • Experienced Researcher. You are familiar with different research methods and have proven experience in research roles in consumer-focused companies with expertise in qualitative research and quantitative data analysis.
  • Familiarity with data analysis and how it supports research findings. Solid analytical skills with a proven ability to consume vast amounts of customer data from different channels and break them down into key insights or actionable chunks of information while storytelling with data insights.
  • A team player! Who thrives in a rapidly changing, fast growing environment and can build extremely strong working relationships across teams, especially when there is shared ownership over some aspects of the customer experience.
  • Experience with Journey Maps and Personas. Familiarity with customer journey mapping, building personas and design thinking approaches. Experience using collaboration and/or journey mapping tools (e.g. Miro, Lucidchart, Figma jamboard, InDesign, Heap, Hetc.)
  • Great communicator & collaborator. Extremely strong communication and presentation skills, as well as outstanding collaboration skills with the desire and patience to work cross-functionally to establish and meet shared organizational goals
  • Attention to detail / detail-oriented with strong presentation and visualization skills

Bonus Points, If You Have

  • Experience in the technology industry, preferably at a SaaS company
  • Familiarity with agile/sprint based work processes
  • Familiarity with Figma and Miro specifically as design/collaboration tools
  • Understanding of design thinking approaches
  • Customer-centric mindset

Working at Jungle Scout

  • The BEST team.
  • Remote-first culture.
  • International Meetups.
  • Access to Jungle Scout tools & experts.
  • Performance Bonus.
  • Flexible Vacation.
  • Comprehensive Health Benefits & Retirement Program.

We prioritize Diversity, Equity, and Inclusion

At Jungle Scout, we hire great people from a wide variety of backgrounds, not just because itโ€™s the right thing to do, but because it makes our company stronger.

Jungle Scout is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

All offers of employment at Jungle Scout are contingent upon clear results of a comprehensive background check. Background checks will be conducted on all final candidates prior to the start date.

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