Please Note: This is a Utah-based hybrid position which will require some regular in-office days each week.

Essential Job Duties

In case you haven’t heard us mention it before... We really love our customers! And we are excited to offer an opportunity to join our dynamic team at BambooHR as an CX Research Analyst! At BambooHR, we are dedicated to providing an exceptional software experience that helps our clients manage their most valuable resource: their people. As a CX Research Analyst, you will play a crucial role in partnering with stakeholders within our CX department to enhance our understanding of customer experiences, thereby driving superior business outcomes. This role is a strategic response to the growing need for in-depth customer research and is crucial for improving our insights into customer behavior post-sale—a key factor in boosting customer retention and business expansion. By providing expert analysis and actionable insights, the CX Research Analyst will directly contribute to improving customer retention rates and expanding business opportunities.

Now, in the day-to-day work of a CX Research Analyst, you will:

• Conduct detailed analyses of post-sales customer interactions to identify key areas for improvement
• Serve as the primary expert on customer experience research within BambooHR, ensuring that survey and research practices are effective, unbiased, and yield actionable insights
• Develop actionable insights that enhance customer retention and facilitate business growth
• Develop and implement surveys and research strategies that provide the necessary context and sample sizes for informed business decisions
• Collaborate with various teams to implement strategies based on research findings
• Regularly assess customer responses to major shifts or changes
• Maintain strict compliance and standard operating procedures in customer data collection
• Manage a comprehensive repository of customer research, trends, and updates to prevent duplication
• Work closely with other research specialists across the organization to integrate and leverage findings
• Support Solution Managers in developing effective survey practices
• Oversee the survey strategy for customer experience, including CSAT, CES, journey point surveys, and ad-hoc surveys
• Ensure that surveys align with business needs and that insights are effectively utilized

What You Need to Get the Job Done

• 2-5 years of experience with customer experience research methodologies and practices
• Proven prioritization skills that allow you to handle multiple projects simultaneously while maintaining commitments
• Strong research skills demonstrated by past experience and education. Familiarity with survey design, implementation, and analysis
• Proficiency in presenting findings, ideas, and frameworks to stakeholders
• Ability to distill complex insights into clear and actionable business recommendations
• Excellent data analysis skills with the ability to translate data into meaningful insights
• Strong communication and collaboration skills to work effectively with cross-functional teams

What Will Make Us REALLY Love You

• You have experience with the BambooHR software
• Experience in conducting qualitative research (e.g., focus groups, in-depth interviews)
• You have a desire to be a lifelong learner and to instill a learning mindset in others.
• Enthusiasm for staying up-to-date with the latest trends and best practices in customer experience research.
• Experience with data visualization tools (e.g., Google Sheets, Tableau).
• Advanced data manipulation in Excel

What You’ll Love About Us

• Great Company Culture. We’ve been recognized by multiple organizations like Inc, Salt Lake Tribune, Glassdoor, & Comparably for our great workplace culture.
• Make an Impact. We care about your individuality by giving you freedom to grow and create within the company, regardless of your position.
• Rest and Relaxation. 4 weeks paid time off, 11 paid holidays, and we pay you to go on vacation (ask us about this)!
• Health Benefits. Medical with HSA and FSA options, dental, and vision.
• Prepare for the Future. 401(k) with a generous company match, access to a personal financial planner, and both legal and life insurance.
• Financial Peace University. We pay for a one year subscription and you walk away with financial savvy and a bonus.
• Give back. Get paid to give your time to the community: ask us about this!
• Educational Benefits. Whether you are a previous student, or currently enrolled in higher education, we can help cover some of those expenses.
• Amazing Office Amenities. We’ve got incredible benefits at our Draper headquarters including a full size gym, pickleball courts, a great office cafe, and free fountain drinks! Ask us more about our office!
• In-Person Onboarding! All new hires get to experience our in-person onboarding class, Bamboo Beginnings, at our Draper, UT headquarters! Ask us more about Bamboo Beginnings!
• Flexible Work Models. In-office, work-from-home, or hybrid, depending on position and location.