What are the responsibilities and job description for the Customer Insights Researcher position at H&R Block?
Job Summary: We are looking for a motivated and detail-oriented Associate to support our Voice of the Customer (VoC) measurement initiatives using Medallia. This role will also assist with UX Research and market research efforts to help us better understand our customers’ needs and experiences. The ideal candidate will have a foundational understanding of customer experience and research methodologies.
Key Responsibilities:
Key Responsibilities:
- VoC Program Support:
- Assist in the implementation and management of the VoC program using Medallia.
- Help design and execute surveys and feedback loops to capture customer insights.
- Analyze VoC data to identify trends and areas for improvement.
- Prepare reports and presentations to share findings with senior team members.
- UX Research Assistance:
- Work with UX designers and product teams to conduct user research, including usability testing and user interviews.
- Help synthesize research findings into actionable insights for product design.
- Support the advocacy for user experience in product discussions.
- Market Research Support:
- Assist in market research initiatives to understand market trends and customer preferences.
- Conduct basic qualitative and quantitative research to gather insights on customer behavior.
- Help develop and maintain research reports and dashboards.
- Cross-Functional Collaboration:
- Collaborate with marketing, product, customer support, and other departments to support a unified approach to customer experience.
- Participate in workshops and training sessions to promote a customer-centric culture.
- Bachelor’s degree in Marketing, Business, Psychology, or a related field.
- 1-3 years of experience in customer experience, VoC programs, UX research, or market research.
- Familiarity with Medallia or similar VoC platforms is a plus.
- Basic analytical skills and experience with data analysis tools (e.g., Excel).
- Strong communication and presentation skills.
- Ability to manage multiple tasks and prioritize effectively.
- Problem-solving skills and attention to detail.
- Experience working in a team environment.
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