Senior CX & Insights Lead

InterSystems; Boston (MA); On-site; USD 115,000 - 150,000; Full time

Benefits offered by this job

Medical, vision, and dental insurance

Disability and life insurance

401(k) Profit Sharing Contribution

Paid Time Off and Holidays

Job summary

InterSystems is seeking a Senior Customer Experience (CX) Specialist to drive measurement, content adoption, and both qualitative and quantitative user research. The role leads research initiatives, translates findings into strategic recommendations, and collaborates across Learning Services to improve the customer journey.

The ideal candidate has 5+ years of experience in UX/CS research, expert use of analytics tools, and a strong ability to convey insights to leadership.

Qualifications

• Bachelor's degree required; advanced degree in a related field a plus.
• 5+ years of progressive experience in user experience research, customer experience, analytics, or a related field.
• Demonstrated experience with measurement and evaluation — understanding of what makes content effective and how to assess impact.
• Experience working in a content-driven environment; familiarity with adult learning or instructional design a plus.
• Advanced proficiency in qualitative and quantitative research methods.

Responsibilities

• Identify user needs, pain points, and behavior patterns through measurement and evaluation frameworks, and translate findings into actionable recommendations that improve the learning journey.
• Use Heap and other analytics tools to independently track content engagement, map user journeys, surface meaningful patterns, and deliver actionable insights to Learning Services teams.
• Design and facilitate stakeholder interviews, surveys, and usability tests; synthesize findings to identify strategic themes and inform Learning Services priorities.

Skills

Measurement analytics

Qualitative research

Quantitative research

User interviews

Content adoption

Education

Bachelor's degree

Advanced degree a plus

Tools

Heap

Google Analytics

UserTesting

Figma

Job description

InterSystems is seeking a Senior Customer Experience (CX) Specialist to drive measurement, content adoption, and both qualitative and quantitative user research. The role leads research initiatives, translates findings into strategic recommendations, and collaborates across Learning Services to improve the customer journey.

The ideal candidate has 5+ years of experience in UX/CS research, expert use of analytics tools, and a strong ability to convey insights to leadership.