Cisco

CX Researcher

Company:
Cisco
Location:
🇺🇸
San Jose, CA
Posted on:
October 29, 2020

CX Researcher

Who You Are

The Digital Lifecycle Journeys team seeks a Researcher with strong knowledge of CX disciplines and customer understanding to lead the design and execution of customer experience research and analysis efforts. This person is responsible for building customer empathy in the business by using qualitative and quantitative data to build a complete picture of the customer, identifying their needs and expectations, roadblocks and pain points.   This role works alongside designers and product managers, ensuring products and experiences are designed with the customer in mind, driving the evolution of our products and services for an optimal customer experience.

What you’ll do:

  • Understand business priorities & landscape to help them discover customer problems to solve & understand customer needs and priorities.
  • Create and execute research strategies and plans to collect and analyze both qualitative and quantitative data
  • Facilitate the complete research lifecycle, including defining sample strategies, recruiting participants, creating protocols, conducting customer experience research, facilitating/moderating events, data analysis, creating summary reports of findings and recommendations, and presentations to key stakeholders
  • Utilize research data and insights to represent a comprehensive view of customer and partner needs and pain points to appropriate business owners, ensuring improvement priorities and investments are responsive to feedback and sentiment
  • Execute on Voice of the Customer strategies that capture the end-to-end customer journey as part of the CX methodology and practice
  • Identify and track business and customer experience metrics that correlate to our customers’ outcome/effort/experience performance
  • Collaborate on customer experience improvement efforts, using human-centered design methods and co-creation to ensure we solve the right problems for our customers.
  • Build cross-functional relationships and drive Customer Experience guiding principles throughout Cisco’s culture and business processes
  • Drive regular reviews to give key stakeholders visibility to CX portfolio improvements
  • Participate in UX/UI concept testing & research to guide the business in developing products, solutions and services that are right for the customer
  • Contribute to external communications that share our CX improvements with employees, customers and partners

We are seeking high energy and qualified candidates who possess the following skills and experience:

  • 5 years’ experience designing, planning, and driving customer understanding efforts
  • 3 years project management/program management experience in a large enterprise business
  • 3 years of customer-facing roles preferred
  • Excellent communication & presence, and ability to effectively manage stakeholders
  • Bachelor's Degree required; MBA is a plus
  • CCXP desirable

Who you'll work with:

You will work cross functionally with the Customer Experience, Sales, Marketing, and IT organizations, playing a leadership role in transforming Cisco by developing and implementing analytical models and intelligent automation to drive us toward a data-driven digital organization.

The Digital Lifecycle Journeys (DLJ) team expertise makes us uniquely qualified to address the evolving expectations of today’s connected customers and partners, along with Cisco sellers. Using real-time connected data, machine learning, and automation, coupled with robust customer listening, the team enables Cisco sellers and partners to deliver a powerful, personalized experience—throughout the entire customer lifecycle. DLJ is focused on providing customers with an immersive digital experience with Cisco. This in turn drives improvements in recurring revenue, cost savings and sales effectiveness for Cisco and its partners.

Why Cisco
We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

We Are Cisco

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