Customer Experience Researcher

Kaeppel Consulting • San Antonio, TX

59d • Hybrid

About The Position

Kaeppel Consulting is seeking an experienced Customer Experience (CX) Researcher to lead user and stakeholder research for a high-impact engagement with a confidential client. The ideal candidate has a strong background in qualitative and quantitative research methods, journey mapping, and translating insights into actionable recommendations. This is a hybrid opportunity based in San Antonio, TX, with an expected duration of 6–12 months.

Requirements

• Bachelor’s degree in Human-Centered Design, Psychology, or related field (Master’s preferred).
• 5+ years of experience conducting end-to-end research for customer experience or UX projects.
• Proficient in user research tools (e.g., Dovetail, UserTesting, Optimal Workshop).
• Strong communication and storytelling skills.

Nice To Haves

• Experience working with public sector or enterprise clients is a plus.

Responsibilities

• Design and execute research plans including interviews, surveys, and usability testing.
• Gather insights to inform design and strategy decisions across customer touchpoints.
• Develop personas, empathy maps, and detailed journey maps to visualize findings.
• Collaborate closely with designers, writers, and business stakeholders.
• Present findings and recommendations to leadership in a clear, compelling way.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees