CX Research & Insights Lead (Finance)

About Our Team: Equifax Workforce Solutions is a dynamic organization dedicated to putting our customers at the heart of everything we do. Our small but mighty Customer Experience (CX) Research team plays a pivotal role in understanding our customers' journeys, identifying pain points, and championing their needs across the business. We're a highly collaborative group focused on generating actionable insights that drive real impact.

The Opportunity: We are seeking an experienced and passionate Customer Experience and Insights Leader to guide our qualitative and quantitative Voice of Customer (VOC) efforts. This individual will not only oversee the research, analysis, and insights generation but also be instrumental in building frameworks that ensure our customer insights are deeply embedded in strategic and tactical decision-making. You will be a key driver in maturing our CX health program and fostering a customer-centric culture.

What You'll Do:

• Lead VOC Strategy & Execution:
  
  • Develop and execute a comprehensive VOC research strategy, encompassing both qualitative (e.g., interviews, usability testing, focus groups) and quantitative (e.g., surveys, transactional feedback, behavioral data analysis) methodologies.
  • Oversee the design, implementation, and analysis of all CX research initiatives, ensuring rigor and validity.
  • Manage and mentor a small team of CX Research specialists, fostering their growth and ensuring high-quality output.

• Generate Actionable Insights:
  
  • Lead the synthesis of research findings into clear, compelling, and actionable insights for a diverse cross-functional leadership audience (e.g., product, marketing, operations, executive leadership).
  • Develop and deliver impactful readouts, presentations, and reports that translate complex data into business-relevant recommendations.
  • Identify key customer pain points, unmet needs, and opportunities for experience enhancement.

• Drive Accountability & Impact:
  
  • Design and implement accountability frameworks to ensure customer insights are actively leveraged in strategic planning, product roadmaps, service design, and operational improvements.
  • Collaborate with cross-functional leaders on mechanisms for prioritizing efforts based on their potential impact on the customer experience and business outcomes.
  • Track and measure the impact of implemented changes on customer experience metrics.

• Mature CX Health Program:
  
  • Champion best practices in CX measurement, insights generation, and continuous improvement.
  • Contribute to the ongoing development and maturity of our overall CX health program, including defining key metrics, reporting cadences, and feedback loops.
  • Stay abreast of industry trends, tools, and methodologies in CX research and program management.

• Cross-Functional Partnership:
  
  • Act as a trusted advisor and subject matter expert on customer experience measurement for internal stakeholders.
  • Collaborate closely with product management, marketing, operations, and other teams to ensure customer insights inform their strategies and initiatives.

What Experience You Need:

• Bachelor's degree in a related field (e.g., Psychology, Human-Computer Interaction, Market Research, Business, Statistics). Master's degree preferred.
• 7+ years of progressive experience in customer experience research, market research, UX research, or a related field, with at least 2+ years in a management role managing research initiatives.
• Proven expertise in designing and conducting both qualitative and quantitative research methodologies (e.g., in-depth interviews, surveys, usability testing, A/B testing, statistical analysis).

What Can Set You Apart:

• Demonstrated ability to translate complex data and research findings into clear, concise, and actionable insights for various audiences, including senior leadership.
• Experience building and implementing accountability frameworks or processes to ensure research insights drive business outcomes.
• Strong analytical skills with proficiency in statistical analysis tools (e.g., SPSS, R, Python, Excel) and survey platforms (e.g., Qualtrics, SurveyMonkey, Medallia).
• Excellent communication, presentation, and storytelling skills.
• Ability to influence and collaborate effectively across all levels of an organization.
• A passion for the customer and a deep understanding of customer-centric principles.
• Experience with CX health program maturity models and best practices is a strong plus.
• Experience with CX journey mapping and service blueprinting.
• Familiarity with CX technologies and platforms (e.g., CRM, data visualization tools like Tableau or Power BI).
• Experience in a fast-paced, agile environment.

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