Customer Experience Associate

Intercontinental Exchange Holdings, Inc.•Jacksonville, FL

18h

About The Position

The Customer Research team is seeking a qualified candidate to support the Mortgage Technology Product Management organization in advancing customer-centric product strategies. The successful candidate will gain broad exposure to all phases of the product lifecycle — from customer research and market analysis to go-to-market planning and continuous improvement — with a core focus on translating the voice of the customer into actionable insights that drive meaningful improvements to user experience and product adoption.

Requirements

Bachelor's degree or equivalent combination of education, training, and experience.
Familiarity with the mortgage industry and foundational knowledge of software product management concepts.
Strong analytical mindset with the ability to translate complex data into clear, actionable insights.
Experience with or strong interest in AI tools and their application to product strategy and customer experience.
Proficiency in Microsoft Excel and survey/analytics tools (e.g., Microsoft Forms, Sogolytics).
Excellent organizational and communication skills with a collaborative, customer-obsessed mindset.

Nice To Haves

Prior exposure to customer research methodologies or UX principles is a plus.
Familiarity with data visualization or product analytics platforms (Google Analytics, Splunk, APIs) preferred.

Responsibilities

Design, coordinate, and analyze customer research initiatives — including surveys, interviews, forums, and usability studies — to capture actionable insights.
Contribute to the VoC program by ensuring feedback is systematically collected, synthesized, and routed to the appropriate product and strategy teams.
Monitor customer sentiment trends and maintain feedback loops between customers, product management, and cross-functional stakeholders.
Analyze customer feedback, enhancement requests, usage data, and support trends to inform product prioritization and efficiency improvements.
Conduct structured efficiency reviews of existing features, workflows, and processes to identify opportunities to streamline functionality and reduce customer effort.
Prepare data-driven insight reports for quarterly product reviews, tracking KPIs related to adoption, satisfaction, and feature utilization.
Partner with product and UX teams to identify friction points in the customer journey and advocate for user-centered design improvements.
Support customer advisory sessions, beta programs, and pilot initiatives to gather real-world feedback on new features.
Ensure customer experience considerations are embedded throughout the product lifecycle, from ideation through post-release evaluation.
Evaluate AI-powered features and tools with a focus on customer experience impact and support the integration of AI-driven insights into research workflows.
Stay current on AI and emerging technology trends relevant to mortgage technology and financial services.
Assist in the delivery of product communications including roadmaps, quarterly updates, and feature surveys.