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Qualitative Customer Experience Strategist

General Information

Ref #:

20220026761

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

USA - USA - Remote, Weston - Florida - United States

Description & Qualifications

Description

Focus will be working with the CX Strategy Team to primarily manage and execute qualitative projects at all stages, from writing discussion guides to moderating IDIs, focus groups, and workshops. This work will support our CX Strategy Team’s VoC/VoP initiatives to drive customer experience efforts across all UKG business lines. Working with other CX Strategy Team members and business stakeholders, you will focus on crafting discussion guides, scheduling and conducting interviews, and driving best practices by combining quantitative and qualitative research techniques to create recommendations as part of our in-house CX consultancy. You will help establish and maintain processes to ensure our CX Strategy Team is able to deliver key insights and recommendations informed by qualitative and quantitative research to our internal stakeholders as we continue to evolve as an organization.

Qualified candidates are skilled at remaining objective, exhibiting exceptional listening skills and challenging assumptions to support UKG delivering a high standard of service to our customers. This role will be pivotal to the success and effectiveness of the entire organization as it scales to its next level and firmly takes the helm as the industry leader in its space.

The ideal candidate is a curious, experienced, and passionate interviewer and researcher who has a proven track record of working independently as well as collaboratively. The ideal candidate has a strong commitment to research that is inclusive, respectful, and genuinely engaged in drawing out customer's unique issues, stories, and points of view, and skillfully leverages quantitative and qualitative data to bring the customer point of view and recommendations to life for stakeholders.

• Expertly conduct in-depth interviews, focus groups, ethnographies, and co-creation workshop sessions
• Confidently and dynamically facilitate real-time qualitative discussions, virtually, with executives, HR specialists, and other B2B audiences
• Ability to confidently pivot the discussion in pursuit of actionable and relevant insights that are informed by a deep understanding of the business and its priorities
• Develop and communicate quick-turn themes, insights, and implications from sessions you facilitate, and quantitative data, to inform and drive action both at the team and executive level
• Ability to display warmth and enthusiasm while maintaining objectivity while facilitating interviews and focus groups
• Shape the evolution of the CX Strategy team’s research methodology by recommending innovative qualitative research practices, new approaches to socialize insights, and lead pilots to test new approaches
• Experience integrating qualitative and quantitative findings to create a full picture of the customer experience
• Show accountability for high-quality and on-time delivery of tasks and projects
• Form collaborative relationships with key stakeholders and team members
• Function effectively in a high-paced environment
• Drive a culture of continuous improvement
• Quickly develop and demonstrate industry and subject matter expertise across a range of audiences, topics, and verticals
• Ability to succinctly and visually represent key insights and tell stories in PowerPoint and/or other design software
• Demonstrate ‘big picture’ thinking needed to distill complex data into meaningful recommendations

Qualifications

• 4+ years of experience in facilitating in-depth interviews, focus groups, ethnographies, and/or co-creation workshop sessions; analyzing qualitative research; and reporting persuasive and compelling findings (customer experience and/or B2B research experience preferred)
• 4+ years of domain experience with customer experience including knowledge of best practices and principles
• 3 + years of experience in survey design, analysis, research (quantitative and qualitative) best practices that contribute to measurement (VoC/VoE) and customer research programs; hands-on experience working with the Qualtrics XM Platform (or other industry-leading VoC/VoE research platform including but not limited to Medallia, Satmetrix, etc.) is preferred
• Strong analytical skills and experience interpreting quantitative data to craft compelling, holistic stories – including determining statistical significance (t-tests, p-tests, central limit theorem)
• Strong empathy and enjoys communicating with a wide variety of people on a daily basis
• Outstanding organizational and problem-solving skills
• Demonstrate strong oral, written and verbal communication skills
• Demonstrate strong presentation skills to multiple audiences including executive level
• Ability to work independently to execute all tasks without day-to-day supervision
• Ability to also collaborate effectively with others in high-pressure situations and handle multiple tasks
• An insatiable intellectual curiosity combined with superior problem-definition and problem-solving skills and sharp attention to detail; high personal standards for quality and thoroughness
• Knowledge of journey mapping, design thinking, and workshop facilitation is a plus
• Proficiency with statistics (t-tests, correlation, regression, and others) is a plus
• 5% of time would be flexed to interviews conducted outside of US-based business hours
• Bachelors Degree in Psychology, Market Research, Business, Behavioral Science, Sociology, or equivalent required.
• Insights Professional Certification (IPC) is a plus, but not required
• Experience in text analytics (including but not limited to experience working in NICE/Nexidia, Qualtrics TextIQ, text analytics packages for R, Clarabridge) is a plus, but not required
• CCXP is a plus, but not required
• Experience in the B2B SaaS sector is a plus, but not required

* East Coast Time Zone candidates Preferred

Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 


View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.


Colorado Pay Law

If you are a Colorado resident and this role is available in Colorado or remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request.  Please send an email to UKGcareers@ukg.com 

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com or please call 1 (978) 250 9800.

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