Sr. CX Researcher

Insight Global; Cincinnati (OH); On-site; USD 90,000 - 140,000; Full time

Job summary

Insight Global is seeking a Senior CX Researcher for a top insurance client. You will lead end-to-end generative research across the customer journey, uncover insights, and translate findings into actionable business recommendations.

You will collaborate with executives, marketing partners, and cross-functional teams to shape customer experience strategy across multiple business units. The role requires strong qualitative methods, journey mapping, and stakeholder storytelling to drive business

Qualifications

• 3+ years of UX/CX research experience with a strong research focus.
• Experience leading generative research projects from planning through delivery.
• Strong qualitative research experience including recruitment, interviews, synthesis, documentation, and reporting.
• Experience with journey mapping.
• Mixed-methods research experience incorporating qualitative and quantitative insights.
• Insurance industry experience and ability to translate insights into business outcomes.

Responsibilities

• Plan and execute generative CX research projects across the customer journey.
• Recruit and coordinate research participants.
• Conduct interviews and other qualitative research activities.
• Synthesize findings into actionable business recommendations.
• Present insights and recommendations to business leaders and stakeholders.
• Manage 1-2 larger research initiatives simultaneously while supporting additional projects.
• Create and maintain internal and external customer journeys.
• Serve as a subject matter expert for cross-functional teams.
• Maintain and contribute to the research repository and knowledge base.
• Educate stakeholders on research methods, ROI, and applying insights to decisions.

Skills

UX/CX Research

Generative research

Participant recruitment

Interviews

Synthesis

Journey mapping

Mixed-methods research

Stakeholder storytelling

Communication

Presentation skills

Insurance industry experience

Change management

Coaching and enablement

Job description

Job Description

Insight Global is seeking a Senior CX Researcher for a top insurance client. This individual will join a growing Customer Experience team that is rapidly expanding its influence across the enterprise. The ideal candidate is a highly skilled researcher who can independently lead end-to-end generative research initiatives, uncover meaningful customer insights, and translate findings into actionable business recommendations. This person will collaborate closely with business leaders, marketing partners, and cross-functional stakeholders to shape customer experience strategy across multiple business units. The role requires expertise in qualitative research, JTBD methodologies, journey mapping, mixed-methods studies, and stakeholder storytelling. Success in this role comes from the ability to connect customer needs to business outcomes, influence decision-making through compelling insights, and thrive in a large, complex organization undergoing transformation.

Day-to-Day:

• Plan and execute generative CX research projects across the customer journey
• Recruit and coordinate research participants
• Conduct interviews and other qualitative research activities
• Synthesize findings into actionable business recommendations
• Present insights and recommendations to business leaders and stakeholders
• Manage 1-2 larger research initiatives simultaneously while supporting additional projects
• Create and maintain internal and external customer journeys
• Serve as a subject matter expert and research consultant for cross-functional teams
• Maintain and contribute to the organization's research repository and knowledge base
• Educate stakeholders on research methods, ROI, and how to apply insights to business decisions
• Partner closely with marketing, business leaders, policyholder-focused teams, and customer-facing stakeholders

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [e-mail] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• 3+ years of UX/CX Research experience with a strong research focus
• Experience leading generative research projects from planning through delivery
• oStrong qualitative research experience including participant recruitment, interviews, synthesis, documentation, and reporting
• oExperience with journey mapping
• Mixed-methods research experience incorporating qualitative and quantitative insights
• Strong communication, facilitation, and presentation skills
• Must be able to provide examples of research insights, presentations, case studies, or portfolio work demonstrating research impact Insurance industry experience
• Experience managing multiple stakeholder requests and balancing competing priorities
• Experience within other complex or highly regulated industries (healthcare, government, financial services, etc.)
• Strong qualitative research experience including participant recruitment, interviews, synthesis, documentation, and reporting
• Service Design experience
• Change Management exposure
• Experience maintaining research repositories and knowledge management systems
• Coaching and stakeholder enablement experience
• Market research exposure including segmentation and survey methodologies