145 applicants

Company

Fors Marsh · 3 days ago

Customer Experience Research Associate, Opportunity & Mobility

United States

Full-time

Remote

Mid Level

$78K/yr - $88K/yr

4+ years exp

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Communication HardwareConsumer Research

No H1B

U.S. Citizen Only

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Responsibilities

Lead multiple research projects for public sector clients focused on federal financial and citizen services (e.g., Department of Treasury, Department of Commerce, Social Security Administration).

Lead the design, development, and implementation of both quantitative (IVR, CATI, web surveys) and qualitative (e.g., focus groups, interviews) customer experience and satisfaction research initiatives.

Oversee all aspects of project management, including coordinating tasks, schedules, budgets, deliverables, and team members to meet project goals and objectives.

Develop and maintain client relationships, understanding their needs, managing expectations, and providing continuous support across multiple concurrent projects.

Manage all stages of the research process, including survey creation, data collection, cleaning, analysis, and reporting.

Oversee the preparation and analysis of quantitative data, interpreting results from descriptive and inferential analyses to identify patterns and develop human-centered solutions.

Create and deliver internal and external communications for both technical and non-technical audiences, summarizing research methods, interpreting results, detailing implications, and offering recommendations.

Manage project budgets by aligning actual and projected costs and labor hours, identifying variances, and implementing solutions to address misalignments.

Proactively identify potential obstacles to project completion and develop solutions, presenting these to project leadership.

Establish and maintain high standards of quality control for personal work and the work of team members on assigned projects.

Allocate and manage staffing resources effectively across multiple projects, ensuring optimal team performance and project outcomes.

Apply expertise in customer satisfaction and market surveys to improve project methods and outcomes.

Create and use organizational tools to manage multiple fast-paced projects and meet deadlines.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Experience ResearchStatistical AnalysisProject ManagementVoice of the CustomerSurvey ResearchPMP CertificationMS ExcelMS PowerPointSocial Sciences DegreeRSPSSClient RelationsBudget ManagementQualitative ResearchQuantitative ResearchFederal Client ExperienceProduct Management

Required

A bachelor’s degree in social sciences, business, or a related field.

A minimum of 4 years of applied experience contributing to customer experience (CX) research, preferably with Voice of the Customer research and for federal clients.

A minimum of 3 years of client-facing project management experience.

Proven ability to lead projects and tasks, including managing budgets, staffing, and client relations.

Robust understanding of social science methodology (e.g., evaluation design, survey research, statistical analysis).

Proficient in at least one statistical analysis software package (STATA preferred, SPSS, or R).

Strong proficiency using MS Excel for data management and analysis as well as MS PowerPoint to develop presentations for clients.

Demonstration of strong verbal and written communication skills.

Meticulous attention to detail across all project tasks (e.g., communications, schedules, reporting, budget).

Applicants may be subject to a low-level government security investigation and must meet eligibility criteria for access to sensitive information.

Must be a U.S. Citizen and consent to a full background check due to our federal contract requirements.

Preferred

A master’s degree in social sciences, business, or a related field.

A Project Management Professional (PMP) certification is a plus.

Product management and road mapping experience is a plus.

Benefits

Top-tier health, dental, vision, and long and short-term disability coverage all covered at 100% for employee coverage.

Remote work.

Our company culture, which values balance and allows each employee to take leave as they require it to balance the responsibilities of both their work and home lives without worrying about depleting their available leave hours.

We provide a floating holiday bank so you can celebrate the days you value.

Generous matching retirement contributions and no vesting period starting the third month of employment.

Dedicated training and development budgets to expand your expertise and grow your skillset.

You can volunteer your way with paid time off.

You can participate in Fors Marsh staff-led affinity groups.

Our employees receive product and service discounts through the certified B Corp network.