CX Research & Insights Specialist

VANGUARD CHARITABLE ENDOWMENT PROGRAM•Malvern, PA

About The Position

The CX Research & Insights Specialist is the evidence engine for CX initiatives across the organization. This role designs and executes mixed-methods research (qualitative and quantitative), synthesizes findings into actionable insights, and measures experience outcomes through KPIs and analytics. This role is responsible for building out the CX research function, including selecting and managing research platforms, establishing governance for insights, and creating a client insights community to enable continuous feedback and co-creation. This position ensures decisions are grounded in client and staff realities and drives a culture of evidence-based experience design.

Requirements

Bachelor’s degree required; advanced degree in HCI, psychology, social science, or similar preferred.
4–7+ years in UX/CX research or insights; experience in financial services or philanthropy helpful.
Proficient in qualitative and quantitative methods, usability testing, survey design, and statistical analysis.
Familiarity with product analytics tools and BI dashboards.
Tools: Figma (for prototype testing), survey platforms (Qualtrics), analytics (GA4), BI (Tableau), research repository tools

Responsibilities

Develop and execute research plans to uncover client and internal user needs for new platforms (Salesforce Experience Cloud, Give Interactive accounting system, AWS integrations).
Conduct usability testing for prototypes and live experiences; provide evidence-based recommendations for design iterations.
Validate accessibility compliance (WCAG 2.2) and inclusive design practices through research.
Establish a CX research framework for the organization, including governance, standards, and best practices.
Select and manage research platforms (e.g., VOC tools, usability testing platforms, analytics dashboards).
Build and maintain a client insights community for ongoing engagement, feedback, and co-creation opportunities.
Develop a research repository for traceability and knowledge sharing across teams.
Define and instrument experience KPIs (task success, adoption rates, error rates, digital engagement).
Partner with data teams to ensure accurate dashboards and governance for CX metrics.
Analyze behavioral data (clickstream, funnel analysis) to identify friction and opportunities.
Translate research findings into clear, actionable insights for CX, IT, Client Services, Operations, and Marketing teams.
Facilitate readouts and workshops to drive alignment on priorities and decisions.
Ensure research practices adhere to privacy, consent, and regulatory requirements.
Incorporate diverse perspectives and mitigate bias in research design and analysis.