Senior CX Specialist

InterSystems • Boston, MA

5d

About The Position

InterSystems is seeking a Senior Customer Experience (CX) Specialist with advanced expertise in measurement, content adoption, and qualitative and quantitative user research. The role generates data-informed insights to help Learning Services assess whether content reaches users, whether it is effective, and why adoption succeeds or falls short. The specialist independently leads research initiatives, collaborates across Learning Services, and translates findings into strategic recommendations to improve the customer journey.

The specialist uses analytics and research to understand user needs, content engagement, and user journeys; leads research from planning through presentation; and turns findings into clear recommendations for diverse stakeholders, including leadership. The position collaborates with online learning, product, marketing, and corporate UX teams. Other related duties may be assigned, and responsibilities may change.

Requirements

• Bachelor's degree required.
• At least 5 years of progressive experience in user experience research, customer experience, analytics, or a related field.
• Demonstrated experience with measurement and evaluation, including understanding content effectiveness and assessing impact.
• Advanced proficiency in qualitative and quantitative research methods.
• Experience with analytics tools such as Heap, Google Analytics, or equivalent to track user journeys and content engagement.
• Ability to design, deploy, and analyze surveys at scale and distill findings into strategic insights.
• Ability to translate data into clear narratives and recommendations for diverse audiences, including leadership.
• Proven ability to lead complex research and measurement projects with minimal guidance.
• Ability to mentor others and provide constructive, timely feedback.
• Travel requirement: 0%; no special work hours.

Nice To Haves

• Advanced degree in a related field.
• Experience in a content-driven environment.
• Familiarity with adult learning or instructional design.
• Experience with UX tools such as Figma or UserTesting and usability testing practices.

Responsibilities

• Identify user needs, pain points, and behavior patterns through measurement and evaluation frameworks, and translate findings into recommendations that improve the learning journey.
• Use Heap and other analytics tools to track content engagement, map user journeys, identify patterns, and deliver actionable insights to Learning Services teams.
• Design and facilitate stakeholder interviews, surveys, and usability tests; synthesize findings to identify strategic themes and inform Learning Services priorities.
• Lead end-to-end research projects, from planning and execution through presenting insights, ensuring findings inform decisions across teams.
• Collaborate with online learning, product, marketing, and corporate UX teams, influencing outcomes through a deep understanding of user needs.
• Create and refine personas, journey maps, and user scenarios to guide content strategy and Learning Services planning.
• Synthesize research into clear reports, presentations, and data narratives for varied stakeholders, including leadership.
• Communicate project status proactively, surface risks, and recommend solutions.
• Stay current on analytics, content effectiveness measurement, and CX research practices.
• Perform other related duties and activities as required.

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• Short-term and long-term disability insurance
• Life insurance
• 401(k) Profit Sharing Contribution
• Paid Time Off and Holidays
• Parental Leave
• Tuition reimbursement
• Discretionary annual variable target incentive may be available.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior