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Customer Experience (CX) Researcher

Company: Cell Signaling Technology
Location: Medford
Posted on: May 13, 2022

Job Description:

Position Summary

About CST

Cell Signaling Technology, Inc. (CST) is a private, family owned, global leader in the development and commercialization of antibodies, assays, and research tools. As a company of scientists for scientists, we have developed XMT - technology, a proprietary method to develop exceptional monoclonal antibodies, PTMScan -, a technology to discover protein post-translational modifications, and PhosphoSitePlus -, an online resource for investigation of post-translational modifications. We are passionate about our role in contributing to the life science industry's advancing of the human condition through accelerating the discovery and development of innovative therapies for human disease. We are fully committed to developing new research tools to help define the mechanisms underlying cell function and disease, thereby broadly accelerating progress in biomedical research and medicine.

The role....

We are seeking a creative and talented professional with expertise in customer research methodology and the ability to translate insights into solutions to support Cell Signaling Technology's Customer journey optimization.

The CX researcher will be a key member of the Strategic Marketing team, researching and designing logical information workflows and intuitive user interfaces that will encourage and promote repeatable user engagement. In this role, you'll interface directly with end-users, digital product developers, and business stakeholders to drive marketing and commercial impact via continuous improvement of the customer experience.

You will be responsible for identifying opportunities for Customer experience improvement, and presenting those findings and recommendations to ensure that priorities are created based on Customer feedback and research insights. The CX Researcher will have a solid understanding of the human-centered design process. You will scope and craft research plans, manage research vendors, and perform research (primary and secondary) to develop a clear and comprehensive view of the Customer experience, at scale, across our Customers and organization globally. You will lead user-centered design recommendations related to CST Web and other Customer touchpoints and will work collaboratively with the product marketing, development, IT and broader marketing teams to brainstorm and design innovative solutions to complex problems and optimize the interactive user experience with CST.

The ideal candidate for this position will have a thorough grounding in Customer Research, from initial needs discovery through concept validation and usability testing. You will uncover Customer insights that inform the user experience and support the design of solutions that delight the customer and meet the needs of the business.

You'll have the opportunity to....

  • Leverage advance knowledge of design and usability principles, and research methods (quantitative and qualitative) to strategize, plan and design Customer research utilizing necessary research methodologies
  • Apply Design Thinking in ambiguous situations to frame problems and opportunities through research, and to work toward the solutions with design and research peers
  • Consult with product owners, stakeholders and design leads to understand the customer segments and related product/service offerings
  • Partner with cross functional leads to clarify project goals & identify areas where user experience research can provide greater insight and success that is aligned to strategy
  • Design and execute research studies, usability assessments, identify pain points, and develop user profiles that follow research best practices and methodologies
  • Recommend which methods to use to answer questions about users and design directions based on projects' needs, goals and constraints
  • Continuously understand, research, and communicate insights of user, and market trends that should be considered and incorporated into the CST experience
  • Ensure all research study results are actionable and contribute directly towards meeting project and business goals in pragmatic approach
  • Help teams interpret and understand user feedback, and provide input for design decisions based on that feedback
  • Manage vendors to ensure quality & study participant pools meet expectations
  • Champion the importance of a connected Customer journey, of UX research on touch points, workflows & personas built from data to improve planning & prioritization
  • Provide a systemic approach for user testing and design research to bring efficiency
  • Identify areas of opportunity, future research needs and develop a research roadmap to achieve the organization's goals of improved Customer experience
  • Other duties as assigned
    What you will bring to the team....
    • Bachelor's degree or equivalent work experience in Market Research, Design, HCI or related field. (Master's degree in relevant field a plus)
    • 4+ years of Customer and/or UX research experience at medium to large enterprise companies
    • Previous experience implementing a Human-Centered Design and research methodology
    • Research work samples to demonstrate the best practice in user research, methodology and framework
    • Embody a strong and effective user's point of view inside the organization
    • Excellent verbal and written communication skills, especially as they relate to presenting, articulating and defending research and recommendations
    • Excellent teamwork & collaboration skills, and the ability to influence, motivate, and inspire cross-functional teams
    • Excellent problem solving and multi-tasking skills
    • Familiarity with life sciences, BioPharma and/or health technology
    • Strong influencing or negotiation skills
    • Experience with mobile usability testing, WCAG 2.0 guidelines and CUA or CXA credential preferred
      What we offer....

      At Cell Signaling Technology we recognize that people will always be our most important asset. Providing a safe, inclusive and stimulating working environment that understands the importance of diversity, human dignity and meaningful work is as important as establishing company policies that incorporate excellent health insurance and pay benefits. We recognize that development of people is the key to their happiness and thus ensure every employee has impactful discussions with their manager and develops actionable performance and professional development plans. Lastly, we are committed to engaging and supporting our employees in committees and philanthropy that benefit their local communities and environment through community investment programs.

      • Medical (BCBS) and Dental (Delta Dental) plans paid at 90%
      • Vision Insurance
      • Life Insurance, Short and Long Term Disability
      • Flexible Spending accounts
      • 401(k) Plan with 6% match
      • Tuition Reimbursement
      • Generous PTO package
      • Pet Insurance
      • Employee Assistance Program
      • Onsite Subsidized Cafeteria
      • Free Parking
        Our number one priority is the health and safety of our employees, their families, our communities, partners and customers. In order to promote that safety and well-being, we require that all US-based employees be fully vaccinated against COVID-19 by their start date. Applicants who receive an offer of employment who can provide documentation that the vaccine is medically contraindicated, or who object to vaccination due to a sincerely held religious belief, may make a request for exemption. We will consider requests for reasonable accommodations consistent with our policy, and where we are able to provide such accommodations without undue hardship to the company.

        Cell Signaling Technology, Inc. is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, genetic information, status as a veteran or as a member of the military or status in any group protected by applicable federal or state laws.


        All resumes submitted by search firms/employment agencies to any employee at Cell Signaling Technology, Inc. via email, the internet or in any form and/or method will be deemed the sole property of CST, unless such search firms/employment agencies were engaged by CST for this position and a valid agreement with CST is in place. In the event a candidate who was submitted outside of the CST agency engagement process is hired, no fee or payment of any kind will be paid.

Keywords: Cell Signaling Technology, Medford , Customer Experience (CX) Researcher, Other , Medford, Massachusetts

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