Equifax
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Overview
Equifax Workforce Solutions is a dynamic organization focused on customer-centric delivery. Our Customer Experience (CX) Research team helps understand customer journeys, identify pain points, and champion customer needs across the business. We are a collaborative group generating actionable insights that drive real impact. The Opportunity:
We are seeking an experienced and passionate Customer Experience and Insights Leader to guide qualitative and quantitative Voice of Customer (VOC) efforts. This role oversees research, analysis, and insights generation and builds frameworks to embed customer insights in strategic and tactical decisions. You will mature our CX health program and foster a customer-centric culture. What You'll Do
Lead VOC Strategy & Execution:
Develop and execute a comprehensive VOC research strategy, including qualitative methods (interviews, usability testing, focus groups) and quantitative methods (surveys, transactional feedback, behavioral data analysis). Oversee design, implementation, and analysis of CX research initiatives with rigor and validity. Manage and mentor a small team of CX Research specialists, fostering growth and high-quality output.
Generate Actionable Insights:
Synthesize research findings into clear, compelling insights for cross-functional leadership (e.g., product, marketing, operations, executives). Deliver impactful readouts, presentations, and reports translating data into business-relevant recommendations. Identify key customer pain points, unmet needs, and opportunities for experience enhancement.
Drive Accountability & Impact:
Design accountability frameworks to ensure insights are used in strategic planning, product roadmaps, service design, and operations. Collaborate with cross-functional leaders to prioritize efforts by potential impact on customer experience and business outcomes. Track and measure the impact of changes on customer experience metrics.
Mature CX Health Program:
Champion CX measurement, insights generation, and continuous improvement. Help define key metrics, reporting cadences, and feedback loops to mature the CX health program. Stay current with industry trends, tools, and methodologies in CX research and program management.
Cross-Functional Partnership:
Act as a trusted advisor on customer experience measurement for internal stakeholders; collaborate with product management, marketing, operations, and other teams to embed customer insights into strategies.
Qualifications
Bachelor's degree in Psychology, HCI, Market Research, Business, Statistics, or related field. Master's degree preferred. 7+ years of progressive experience in customer experience, market research, UX research, or related field, with at least 2+ years in a management role. Proven expertise in designing and conducting qualitative and quantitative research (e.g., interviews, surveys, usability testing, A/B testing, statistical analysis). What Can Set You Apart
Ability to translate complex data into clear, actionable insights for diverse audiences including senior leadership. Experience building accountability frameworks to ensure research informs business outcomes. Strong analytical skills with proficiency in SPSS, R, Python, Excel, and survey platforms (e.g., Qualtrics, SurveyMonkey). Excellent communication, presentation, and storytelling skills; ability to influence across all organizational levels. Customer-centric mindset and knowledge of CX health program maturity models, journey mapping, and service blueprinting. Familiarity with CX technologies and platforms (CRM, Tableau, Power BI) and experience in fast-paced, agile environments. Seniority level
Mid-Senior level Employment type
Full-time Job function
Research, Analyst, and Information Technology We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Equifax Workforce Solutions is a dynamic organization focused on customer-centric delivery. Our Customer Experience (CX) Research team helps understand customer journeys, identify pain points, and champion customer needs across the business. We are a collaborative group generating actionable insights that drive real impact. The Opportunity:
We are seeking an experienced and passionate Customer Experience and Insights Leader to guide qualitative and quantitative Voice of Customer (VOC) efforts. This role oversees research, analysis, and insights generation and builds frameworks to embed customer insights in strategic and tactical decisions. You will mature our CX health program and foster a customer-centric culture. What You'll Do
Lead VOC Strategy & Execution:
Develop and execute a comprehensive VOC research strategy, including qualitative methods (interviews, usability testing, focus groups) and quantitative methods (surveys, transactional feedback, behavioral data analysis). Oversee design, implementation, and analysis of CX research initiatives with rigor and validity. Manage and mentor a small team of CX Research specialists, fostering growth and high-quality output.
Generate Actionable Insights:
Synthesize research findings into clear, compelling insights for cross-functional leadership (e.g., product, marketing, operations, executives). Deliver impactful readouts, presentations, and reports translating data into business-relevant recommendations. Identify key customer pain points, unmet needs, and opportunities for experience enhancement.
Drive Accountability & Impact:
Design accountability frameworks to ensure insights are used in strategic planning, product roadmaps, service design, and operations. Collaborate with cross-functional leaders to prioritize efforts by potential impact on customer experience and business outcomes. Track and measure the impact of changes on customer experience metrics.
Mature CX Health Program:
Champion CX measurement, insights generation, and continuous improvement. Help define key metrics, reporting cadences, and feedback loops to mature the CX health program. Stay current with industry trends, tools, and methodologies in CX research and program management.
Cross-Functional Partnership:
Act as a trusted advisor on customer experience measurement for internal stakeholders; collaborate with product management, marketing, operations, and other teams to embed customer insights into strategies.
Qualifications
Bachelor's degree in Psychology, HCI, Market Research, Business, Statistics, or related field. Master's degree preferred. 7+ years of progressive experience in customer experience, market research, UX research, or related field, with at least 2+ years in a management role. Proven expertise in designing and conducting qualitative and quantitative research (e.g., interviews, surveys, usability testing, A/B testing, statistical analysis). What Can Set You Apart
Ability to translate complex data into clear, actionable insights for diverse audiences including senior leadership. Experience building accountability frameworks to ensure research informs business outcomes. Strong analytical skills with proficiency in SPSS, R, Python, Excel, and survey platforms (e.g., Qualtrics, SurveyMonkey). Excellent communication, presentation, and storytelling skills; ability to influence across all organizational levels. Customer-centric mindset and knowledge of CX health program maturity models, journey mapping, and service blueprinting. Familiarity with CX technologies and platforms (CRM, Tableau, Power BI) and experience in fast-paced, agile environments. Seniority level
Mid-Senior level Employment type
Full-time Job function
Research, Analyst, and Information Technology We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr