Customer Experience Research Analyst

Continental Properties is looking for a Customer Experience Research Analyst, to join our team at our home office in Menomonee Falls, WI. Our team serves as the internal champion for promoting our culture of customer-centricity.

As the Customer Experience Research Analyst, you will lead consumer research initiatives that identify insights to guide and inspire strategies, experiences, and innovation to achieve profitable growth. You will report to the Director of Customer Insights & Experience.

We are embracing a hybrid working environment and you can work both in the office and from home but will need to be available to work out of the office 3 days per week. #LI-Hybrid

Essential Responsibilities:

• Lead the design and execution of qualitative and quantitative customer research projects to guide and inspire customer strategies as it relates to experience design, product design, and marketing
• Manage Continental's proprietary customer research panel and ensure panelists are engaged and the panel is a go-to source for ongoing data and insights
• Provide fact-based, customer-focused recommendations to guide positive outcomes for Continental's short-and long-term results
• Be an internal champion for the customer, creating understanding and empathy for the customer by representing their voice as it relates to their experience with Continental brands, what they need, and how those needs can best be met. Develop personas, customer journey maps, and service blueprints to visualize customer experiences and identify opportunities for improvement
• Leverage syndicated and macro trend data (e.g., population, demographic, attitudinal, behavioral) to anticipate possible effects and opportunities

Skills for Success:

• Education: Bachelor's Degree required (preferably in psychology, anthropology, human factors, sociology, behavioral economics, statistics, or business).
• Experience: Three (3) to five (5) years of customer research, user experience research, service design or insights-based role(s). Minimum of 2 years of experience with qualitative research design, moderation of customer interviews or focus groups. Experience managing customer panels and understanding of quantitative survey design and data analysis. Experience with service design methodologies and tools (service blueprinting, journey mapping, etc.).

What Sets Us Apart:

Continental Properties is a great place to work, as evidenced by our consecutive Top Workplace awards. Here are some of the reasons that our team members vote for us as a Top Workplace:

• A company culture that encourages innovation and empowers team members to act as leaders by providing the opportunities, training, and tools essential to achieving a successful and meaningful career
• Industry-leading compensation and benefits package including Medical, Dental, and Vision Plan options, flexible spending accounts for medical and dependent care reimbursement, 401(k) with company match and company provided life and disability insurance
• An excellent work environment with potential for long-term growth in the industry, paid professional memberships and professional activities (conferences and workshops) and a tuition and certification reimbursement program
• Paid holidays and lucrative vacation time; half days on Fridays during designated months
• Participation in our Building Above and Beyond (BAAB) incentive program that rewards team members based on the success of the company as measured against clearly defined goals
• For team members who are interested, informal offsite gatherings and company sponsored lunches on a monthly basis
• 6-weeks paid parental leave with family-forming & fertility benefits (up to 12-weeks for birth mothers)
• On-demand mental health support and an employee assistance program
• You Belong Here Committee focused on promoting and inclusive and equitable work environment

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

We comply with the Americans with Disabilities Act (ADA), and all applicable state and local fair employment practices laws, and are committed to providing equal employment opportunities to qualified individuals with disabilities.

For the benefit of our residents, the communities we serve, and our co-workers, all applicants are required to pass a post-offer criminal background check prior to joining the Continental team