Senior CX Specialist
Core
Drive data-informed insights to measure content adoption, effectiveness, and user behavior for Learning Services.
Role type
Senior Customer Experience (CX) Specialist
Builds
Strategic recommendations to improve the Learning Services customer journey and content strategy
Domain
Corporate Learning Services / User Experience Research
Deliverable
dashboards & analysis
Required skills
Qualitative and quantitative user research, Analytics tools (Heap, Google Analytics), Survey design and analysis, Journey mapping, Persona creation, Data storytelling, Stakeholder interview facilitation, Project leadership
Preferred skills
Adult learning or instructional design, UX tools (Figma, UserTesting), Mentoring
Technologies
Heap, Google Analytics, Figma, UserTesting
Responsibilities
Identify user needs and behavior patterns through measurement frameworks; Track content engagement and map user journeys; Design and facilitate stakeholder interviews, surveys, and usability tests; Lead end-to-end research projects from planning to presentation; Create personas, journey maps, and user scenarios; Synthesize research into reports and data narratives for leadership.
Seniority
Senior, hands-on IC
