UX Researcher – Hybrid, Shape Omnichannel Experience

Carl Zeiss Vision Italia S.p.A.; Castiglione Olona; Hybrid; EUR 30,000 - 35,000; Full time

Benefits offered by this job

Hybrid work model

Subsidised canteen

Bonus based on performance, production

Welfare benefits

Job summary

ZEISS Vision Care Italy is seeking a UX Researcher to shape and enhance the customer experience. You will understand customer behaviour, analyze feedback and translate insights into business actions, partnering with the Head of Omnichannel Customer Experience and colleagues across Marketing, Sales, Customer Care, IT and Digital.

You will lead qualitative and quantitative studies, monitor satisfaction metrics (NPS, CES, CSI) and help develop the Voice of the Customer program, including personas

Qualifications

• A degree in Psychology, Sociology, Statistics, Communication Sciences or a related discipline, plus about 1–2 years in UX Research or related analytical role.
• Strong understanding of qualitative and quantitative research methods, survey design, sampling, stats, and interpretation of feedback.
• Experience translating research into actionable insights and communicating findings to stakeholders.

Responsibilities

• Lead UX research activities including surveys, interviews, usability tests and workshops.
• Measure customer satisfaction with metrics like NPS, CES, CSI; apply statistical analyses and Power BI.
• Translate research into actionable insights; present findings to Marketing, Sales, Customer Care, IT and Digital teams.

Skills

UX research

Qualitative research

Quantitative research

Education

Psychology / Sociology / Statistics / Communication Sciences

UX Research experience (1–2 years)

Tools

Power BI

Qualtrics

Medallia

Job description

ZEISS Vision Care Italy is seeking a UX Researcher to shape and enhance the customer experience. You will understand customer behaviour, analyze feedback and translate insights into business actions, partnering with the Head of Omnichannel Customer Experience and colleagues across Marketing, Sales, Customer Care, IT and Digital.

You will lead qualitative and quantitative studies, monitor satisfaction metrics (NPS, CES, CSI) and help develop the Voice of the Customer program, including personas