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Success Academy Charter Schools · 1 day ago

Customer Experience Researcher

New York, United States

Full-time

Onsite

Mid Level

$100K/yr - $120K/yr

3+ years exp

Success Academy Charter Schools is a fast-growing network of public charter schools dedicated to providing a high-quality education to children. The Customer Experience Researcher will lead research efforts to understand family needs and improve their experiences, utilizing various research methods to gather insights and collaborate with cross-functional teams.

Charter SchoolsEducationNon Profit

No H1B

Responsibilities

Design and lead family experience research that measures sentiment, engagement, and key moments along the family journey

Conduct qualitative and quantitative research, including surveys, interviews, focus groups, journey mapping, and usability-style testing of key family-facing experiences

Synthesize insights from multiple data sources—surveys, interviews, CRM data, and feedback tools—to build a holistic understanding of family needs and motivations

Collaborate with cross-functional partners (Enrollment, Data Science, Operations, Family Experience) to identify research questions, design studies, and test solutions that enhance the family experience

Track key metrics related to family engagement and sentiment, helping teams stay focused on what matters most to families

Translate research findings into stories and actionable insights that inspire empathy and drive improvements across the organization

Create accessible visuals and presentations (journey maps, dashboards, briefs) that communicate insights clearly and effectively to both technical and non-technical audiences

Qualification

Customer insights researchSurvey designAnalysisQualitative research methodsData analysis toolsHuman-centered designCommunicationStorytelling skills

Required

Bachelor's degree in a relevant field such as Sociology, Psychology, UX/Design Research, Human-Computer Interaction, Market Research, Education, or Business; a graduate degree is a plus

3+ years of experience in customer insights, market research, CX research, or design/UX research

Strong skills in survey design, analysis, and reporting, including experience with platforms like Qualtrics, SurveyMonkey, or similar

Experience conducting interviews, focus groups, and usability studies to explore behaviors, needs, and motivations

Comfortable with basic data analysis tools (Excel, Google Sheets, Tableau)

Excellent communication and storytelling skills; able to translate complex research findings into compelling, actionable narratives

Preferred

Experience with CRM systems (like Salesforce) or other feedback tools is a plus

Understanding of human-centered design, service design, or design thinking principles

Benefits

Full benefits program

Opportunities for professional growth

Company

Success Academy Charter Schools

Glassdoor2.5

Since 2006, Success Academy has tackled educational inequities head-on by providing exceptional public education for 22,000 K-12 students in New York City.

Founded in 2006

New York, New York, USA

1001-5000 employees