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Vanguard Charitable · 1 day ago

CX Research & Insights Specialist

Malvern, PA

Full-time

Onsite

Mid, Senior Level

4+ years exp

Vanguard Charitable is seeking a CX Research & Insights Specialist who will act as the evidence engine for CX initiatives across the organization. This role involves designing and executing mixed-methods research, synthesizing findings into actionable insights, and building out the CX research function to drive evidence-based experience design.

Association

Responsibilities

Develop and execute research plans to uncover client and internal user needs for new platforms (Salesforce Experience Cloud, Give Interactive accounting system, AWS integrations)

Conduct usability testing for prototypes and live experiences; provide evidence-based recommendations for design iterations

Validate accessibility compliance (WCAG 2.2) and inclusive design practices through research

Establish a CX research framework for the organization, including governance, standards, and best practices

Select and manage research platforms (e.g., VOC tools, usability testing platforms, analytics dashboards)

Build and maintain a client insights community for ongoing engagement, feedback, and co-creation opportunities

Develop a research repository for traceability and knowledge sharing across teams

Define and instrument experience KPIs (task success, adoption rates, error rates, digital engagement)

Partner with data teams to ensure accurate dashboards and governance for CX metrics

Analyze behavioral data (clickstream, funnel analysis) to identify friction and opportunities

Translate research findings into clear, actionable insights for CX, IT, Client Services, Operations, and Marketing teams

Facilitate readouts and workshops to drive alignment on priorities and decisions

Ensure research practices adhere to privacy, consent, and regulatory requirements

Incorporate diverse perspectives and mitigate bias in research design and analysis

Qualification

UX/CX researchQualitative methodsQuantitative methodsUsability testingSurvey designStatistical analysisProduct analytics toolsBI dashboardsFigmaQualtricsGA4TableauResearch repository toolsCommunication skillsFacilitation skills