Customer Experience Quantitative Researcher

Thanks for your interest in Success Academy! Running the largest, fastest-growing, and highest-performing network of public charter schools in New York City takes a village - families, children, teachers, staff and faculty, advocates and supporters alike. We would love to welcome you to our community! We work tirelessly every day to ensure each child in NYC has access to a fun, rigorous, whole-child education regardless of zip code or economic status. When you join SA, you play a part in giving every student who walks through the doors of one of our 57 schools in NYC a fair shot at reaching his or her potential.

Job Description

The CX Quantitative Researcher will play a key role in uncovering insights that enhance the customer journey for families at Success Academy. Reporting to the Leader of Data Science, you will primarily partner with the Customer Experience team to better understand customer behaviors, preferences, and needs, with a focus on survey design and quantitative analysis.

The ideal candidate will be highly analytical, detail-oriented, and able to translate complex data into actionable insights that drive tangible improvements in customer experience.

Key Responsibilities: ? Lead the design, implementation, and analysis of large-scale surveys and customer segmentation studies. Use advanced statistical methods to measure customer satisfaction, engagement, and sentiment, and derive actionable insights. ? Track key performance indicators (KPIs) for customer experience across different touchpoints (e.g., surveys, online platforms, direct interactions). ? Gather and analyze data from various sources, including surveys, CRM systems, and operational data. Use tools like Python, SQL, and other statistical software to process and analyze complex data sets. ? Approach problems creatively, develop hypotheses, design experiments, and analyze results to inform strategic decisions. ? Present research findings and data-driven recommendations to non-technical stakeholders across the organization, using data to tell compelling stories from a customer perspective.

Qualifications: ? Degree in a relevant field such as Data Science, Market Research, Statistics, Business, Sociology, or Psychology. Graduate degree preferred. ? At least 3 years of experience working within a corporation or consumer-focused environment in a quantitative research or data science capacity. ? Proficient data wrangler with strong technical skills in SQL. Preferably also proficient in a fast prototyping language (either Python or R). ? Deep understanding of quantitative research methodologies, including survey design, experimental design (A/B testing), regression analysis, and customer segmentation. Experience with Salesforce a plus. ? Understanding of the principles of human-centered design methodologies including design thinking, service design, and/or user experience design. ? Ability to lead projects and communicate effectively across the organization. ? Strong presentation and data visualization skills to communicate data analysis in compelling ways to varying audiences.

Compensation Range
Annual Salary: $90,000.00 - $130,000.00

Exact compensation may vary based on skills and experience.

Already an employee of Success Academies? Please go to your Okta Dashboard> Workday> Applications> Career to apply via our Internal Careers page.

We are an equal opportunity employer and value diversity at our organization. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We actively seek applications from people of all backgrounds to strengthen our community and the perspectives needed to flourish in a multicultural world. Success Academy offers a full benefits program and opportunities for professional growth.Learn more about our philosophy, benefits, and team at https://jobs.successacademies.org/working-here/.

Success Academy Charter Schools does not offer employment-based immigration sponsorship.

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