Research Specialist Customer Experience - German Speaking (m/f/x)

As a Research Specialist Customer Experience - German Speaking (m/f/x), you will play a key role in uncovering insights that shape our customer experience, product decisions, and business strategies. You will design, execute, and analyze qualitative and quantitative customer experience research to understand customer behaviors, motivations, and pain points, and translate data into clear, actionable recommendations.
Working closely with the Customer Experience, Product, Data, and Marketing teams, you’ll connect research findings with operational and behavioral data to build a holistic view of the customer journey and drive measurable improvements in KPIs.

Your playing field:

• Designing and conducting customer experience research projects across qualitative and quantitative methodologies — including surveys, usability tests, and interviews.
• Acting as a voice of the customer, ensuring their needs, challenges, and feedback are represented in strategic and operational decisions.
• Analyzing customer feedback and operational data to identify key drivers of satisfaction, loyalty, and engagement.
• Integrating research insights with FullStory to create a 360° understanding of customer behavior.
• Developing and presenting clear, data-driven reports and dashboards to stakeholders, highlighting key findings, trends, and actionable recommendations.
• Collaborating with the Product, CX, and Data teams to prioritize improvements based on customer impact and business outcomes.
• Partnering with third-party research agencies when needed to ensure high-quality project execution and robust methodologies.
• Building and maintaining analytical models that link customer sentiment, product usage, and operational performance.