Sr Customer Experience (CX) Researcher
About The Opportunity
We’re all about connecting hungry diners with our network of over 300,000 restaurants nationwide. Innovative technology, user-friendly platforms and streamlined delivery capabilities set us apart and make us an industry leader in the world of online food ordering. When you join our team, you become part of a community that works together to innovate, solve problems, grow, work hard and have a ton of fun in the process!
Why Work For Us
Grubhub is a place where authentically fun culture meets innovation and teamwork. We believe in empowering people and opening doors for new opportunities. If you’re looking for a place that values strong relationships, embraces diverse ideas–all while having fun together–Grubhub is the place for you!
Grubhub Design is looking for a talented Customer Experience researcher to join the Experience Research team to enhance Grubhub’s customer listening capabilities and responsiveness. Specifically, this role will help identify key drivers of negative and positive customer experience based on analysis, synthesis, and communication of data from cross-channel customer feedback.
This role is equal parts research analyst and research coordinator. As a Sr. CX Researcher, you will be expected to identify best approaches to complex problems, design and lead surveys, collaborate with business and technical partners, and generate and communicate actionable insights in a way that is usable by the whole company.
The Impact You Will Make
- Collaborate with cross-functional team leaders to measure and track experience metrics across different touch points of the customer journey to improve customer loyalty, retention, and other KPIs
- Synthesize quantitative and qualitative feedback from across channels using Qualtrics in order to generate customer insights, and identify needs and pain points
- Develop a closed-loop internal process to ensure insights are used to improve experiences throughout the customer journey
- Manage projects that include coordination with product, operations, and technical partners to implement and maintain internal dashboards
- Conduct internal reviews of Grubhub’s current VoC process to identify areas of improvement
- Standardize and professionalize existing NPS and CSAT surveys using best practices; choose and implement third party tool(s) to aid with data collection and text analytics.
- Generate automated reports and dashboards of findings using Qualtrics, and potentially SQL and Tableau; set up text analytics process to identify key trends in feedback over time.
- Be Grubhub’s expert and advocate for the customer point of view; use research and data to develop business cases for improving the user experience.
- Set up regular reporting of experience KPIs; generate a closed-loop process internally for surfacing user feedback to key leaders and driving actions forward.
- Work with internal partners to generate a process for closing the loop with customers who leave feedback on our various channels
What You Bring to the Table
Required:
- Bachelor’s degree required; advanced degree preferred in psychology, social science, statistics, or related field
- 5 years of experience in quantitative ux or market research, customer experience, business / marketing analytics
- Knowledge of customer experience KPIs and performance metrics
- Intermediate experience with Qualtrics
- Excellent communication, presentation, interpersonal and analytical skills
- Experience leading large, complicated projects; comfortable leading and influencing key stakeholders from many different departments
- Self-starter who is comfortable working with minimal supervision; thrives in highly complex or ambiguous situations
Preferred:
- Experience leading large-scale, complex projects across multiple platforms and/or systems
- Experience in ecommerce technology
- Experience with SQL and Tableau and statistical analysis tools such as SPSS
- Experience text mining and translating unstructured data into actionable insights
- Soft skills: A bias for action, comfort with ambiguity, a tendency to assume positive intent, and the ability to pivot quickly in a rapidly evolving market
And Of Course, Perks!
- Flexible PTO. Grubhub employees enjoy a generous amount of time to recharge.
- Health and Wellness. Excellent medical benefits, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.
- Competitive Pay. You’ll receive a competitive base salary with eligibility for generous incentives, bonuses, commission or RSUs (role-specific).
- Learning and Career Growth. Your personal and professional development is a priority at Grubhub. We empower you to be a leader and grow your career through training, coaching and mentorship opportunities.
- MealPerks. Get meals on us! Our employees get a weekly Grubhub credit to enjoy and support local restaurants.
- Fun. Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful events and initiatives like Wellness Wednesdays, Slack competitions and virtual happy hours!
- Social Impact. At Grubhub we believe in giving back through programs like the Grubhub Community Relief Fund and donating $1 million to the Equal Justice Initiative in 2020. Employees are also given paid time off each year to support the causes that are important to them.
- COVID-19 Response. All of our employees are currently working from home and will be for the foreseeable future. We look forward to seeing everyone in-office when it’s safe to return.
Grubhub is an equal opportunity employer. We welcome diversity and encourage a workplace that is just as diverse as the customers we serve. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you’re applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an email to [email protected] and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.
CA Privacy Notice: If you are a resident of the State of California and would like a copy of our CA privacy notice, please email [email protected].