Senior CX Specialist

We are seeking a Senior Customer Experience (CX) Specialist with advanced expertise in measurement, content adoption, and qualitative and quantitative user research. This individual will drive data-informed insights that help Learning Services understand whether content is reaching users, whether it is effective, and why adoption succeeds or falls short. They will independently lead research initiatives, collaborate with colleagues across Learning Services, and translate findings into strategic recommendations that improve the Learning Services customer journey. ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES • Identify user needs, pain points, and behavior patterns through measurement and evaluation frameworks, and translate findings into actionable recommendations that improve the learning journey. • Use Heap and other analytics tools to independently track content engagement, map user journeys, surface meaningful patterns, and deliver actionable insights to Learning Services teams. • Design and facilitate stakeholder interviews, surveys, and usability tests; synthesize findings to identify strategic themes and inform Learning Services priorities. • Lead end-to-end research projects — from planning and execution through to presenting insights — ensuring findings drive decisions across teams. • Collaborate across functions (online learning, product, marketing, corporate UX) and influence outcomes through a deep understanding of user needs. • Create and refine personas, journey maps, and user scenarios to guide content strategy and Learning Services planning. • Synthesize research into clear, compelling reports, presentations, and data narratives tailored for diverse stakeholders including leadership. • Proactively communicate project status, surface risks, and recommend solutions with clarity and impact. • Stay current on trends in analytics, content effectiveness measurement, and CX research practices. • Performs other related duties and activities as required. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. QUALIFICATIONS/REQUIREMENTS Education and Work Experience: • Bachelor's degree required; advanced degree in a related field a plus. • 5+ years of progressive experience in user experience research, customer experience, analytics, or a related field. • Demonstrated experience with measurement and evaluation — understanding of what makes content effective and how to assess impact. • Experience working in a content-driven environment; familiarity with adult learning or instructional design a plus. • Specialized Knowledge, Skills, and/or Abilities: • Advanced proficiency in qualitative and quantitative research methods. • Experience with analytics tools (Heap, Google Analytics, or equivalent) to track user journeys and content engagement. • Strong ability to design, deploy, and analyze surveys at scale and distill findings into strategic insights. • Skilled at translating data into clear narratives and recommendations for diverse audiences, including leadership. • Proven ability to lead complex research and measurement projects with minimal guidance. • Ability to mentor others and give constructive, timely feedback. • Experience with UX tools (e.g., Figma, UserTesting) and usability testing practices. Other Requirements: • Travel: 0% • Special Work Hours: None We are an equal-opportunity employer and do not discriminate because of race, color, religion, sex, national origin, ancestry, marital status, veteran status, age, disability, sexual orientation or gender identity or expression or a