Senior CX Specialist

InterSystems•Boston, MA

6d•$115,000 - $150,000

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, how effective it is, and why adoption succeeds or falls short. The specialist independently leads research initiatives, collaborates with colleagues across Learning Services, and turns findings into strategic recommendations to improve the customer journey. The specialist leads research from planning through execution and presentation, uses analytics to track content engagement and map user journeys, and applies interviews, surveys, and usability tests to understand user needs and behaviors. The role also creates research deliverables—including personas, journey maps, reports, presentations, and data narratives—and communicates project status, risks, and recommendations to stakeholders, including leadership. The position may include other related duties, and responsibilities may change. InterSystems is a privately held data technology provider established in 1978, headquartered in Boston, and operating 38 offices in 28 countries. Its products serve healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. The role has 0% travel and no special work hours. The estimated base compensation range is $115,000–$150,000, with a possible discretionary annual variable target incentive.

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 how to assess 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.
Experience with UX tools such as Figma or UserTesting and usability testing practices.

Nice To Haves

Advanced degree in a related field.
Experience working in a content-driven environment.
Familiarity with adult learning or instructional design.

Responsibilities

Identify user needs, pain points, and behavior patterns through measurement and evaluation frameworks, and turn findings into recommendations that improve the learning journey.
Use Heap and other analytics tools to track content engagement, map user journeys, identify patterns, and provide actionable insights to Learning Services teams.
Design and facilitate stakeholder interviews, surveys, and usability tests; synthesize findings to identify strategic themes and inform priorities.
Lead end-to-end research projects, from planning and execution through presenting insights, and ensure findings inform decisions across teams.
Collaborate with online learning, product, marketing, and corporate UX teams, influencing outcomes through an 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 diverse stakeholders, including leadership.
Communicate project status, surface risks, and recommend solutions clearly and effectively.
Stay current on analytics, content effectiveness measurement, and CX research practices.
Perform other related duties and activities as required.