Associate Customer Experience Researcher
At Delta Dental, our strategy is only as strong as the people who execute it! We are hiring individuals that are not just right for today but also for our future. We have built a foundation of high-trust by treating all people with dignity, making and keeping commitments, and consistently striving to do the right thing. Our leaders optimistically share future possibilities to inspire and motivate others toward their full potential. We expect our employees to find ways to embrace positive change, be curious and challenge the status quo, and provide solutions to unmet problems. Joining Delta Dental means joining a culture focused on fostering development, building genuine connections, recognizing each other’s strengths and sharing in successes.
The incumbent will be a key contributor in the Experiences Center of Excellence (COE) team in support of defining the strategy and vision of Delta Dental's customer experience. This Associate Customer Experience (CX) Researcher will be primarily focused on collecting both quantitative and qualitative research by facilitating customer communities and forums, acts as a connector for Voice of Customer and strategy by providing insights and recommendations based on a combination of research, strategy and will act as a liaison to our Market Insights and UX research partners to help identify and collect the sources of insights needed to enable our product management team to deliver recommendations for the business.
The incumbent in this role will be a passionate about of delivering an insights-driven strategy that will support evidence-based decision making and continuous innovation for our product managers and business stakeholders.
How you will make an impact:
- Executes within the Experiences COE to define and refine research plans, which could include interview guides, participant observation, information gathering tools, immersive research, SME conversations, surveys and more.
- Partners with Experiences COE, Product Management, Marketing, and Operations teams to support persona and cohort creation and analysis.
- Serves as the team’s steward of insights and liaison to drive delivery of strategic programs across the organization.
- Creates implementation guidelines and transition plan to experience design team and product managers to ensure alignment with strategic initiatives and the product roadmap.
- Stays current with and ensures alignment with marketplace trends, innovations within the industry and across other industries.
- Identifies known and unknown customer needs through data analysis, primary and secondary research and competitive intelligence.
- This list is not all-inclusive and you are expected to perform other duties as requested or assigned.
What we look for:
- Bachelor’s degree.
- Proficient in coordinating and managing multiple projects and stakeholders.
- Proficient in coordinating and managing multiple projects and stakeholders.
- Ability to stay organized, meet timelines and keep various teams updated.
- Ability to communicate the various complexities of the customer experience in a way that motivates design improvements and drives change.
- Ability to build strong working relationships with cross-functional teams.
- Ability to work collaboratively within a team to support varying priorities.
- Ability to learn various aspects of the company to advocate and represent CX across the business.
- Curious and driven to understand data, trends and diagnose gaps in performance.
- Proficient in coordinating and managing multiple projects and stakeholders, stay organized, meet timelines and keep various teams updated.
- Ability to communicate the various complexities of the customer experience in a way that motivates design improvements and drives change.
- Ability to build strong working relationships with cross-functional teams.
- Ability to work collaboratively within a team to support varying priorities.
- Ability to learn various aspects of the company to advocate and represent CX across the business. Must also be customer-empathetic to translate these needs into product specifications.
- Understanding of, or willingness to learn, best practices in CX as it applies to customer experience design, as well as knowledge of key business functions like product development, customer service, operations, marketing and communication, sales enablement, technology, and process (lean sigma or Agile).
- Familiarity with, or ability to quickly learn to work with CX, UX, product design, human centered design thinking, customer and user research, and/or journey mapping projects within a complex organization.
- Ability to stay organized, meet timelines and keep various teams updated.
- Ability to communicate the various complexities of the customer experience in a way that motivates design improvements and drives change.
- Ability to build strong working relationships with cross-functional teams.
- Ability to work collaboratively within a team to support varying priorities.
- Ability to learn various aspects of the company to advocate and represent CX across the business. Must also be customer-empathetic to translate these needs into product specifications.
- Understanding of, or willingness to learn, best practices in CX as it applies to customer experience design, as well as knowledge of key business functions like product development, customer service, operations, marketing and communication, sales enablement, technology, and process (lean sigma or Agile).
- Familiarity with, or ability to quickly learn to work with CX, UX, product design, human centered design thinking, customer and user research, and/or journey mapping projects within a complex organization.
Benefits and perks:
- 12 days starting vacation, 12 holidays, 9 sick days and your birthday off!
- Low-cost premium medical insurance options
- 100% paid dental and vision insurance
- Generous 401(k) matching and flat contribution
- Social responsibility and volunteer opportunities, including 16 paid volunteer hours annually
- Employee LiveWell program, focusing on overall employee well-being.
- Fertility and diabetes benefits
- Employee discount program: AT&T/Verizon, entertainment, travel, and more!
- Culture of learning: career development and tuition reimbursement
- Career growth: we love promoting from within
Please note, Delta Dental will not sponsor applicants for work visas for this position.
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