Customer Experience Researcher

Thanks for your interest in Success Academy Running a large, fast-growing, and high-performing network of public charter schools takes a village - families, children, teachers, staff and faculty, advocates, and supporters alike. We are growing fast in New York and expanding to Florida, and we would love to welcome you to our community We work tirelessly every day to ensure children have access to a fun, rigorous, whole-child education regardless of zip code or economic status. When you join SA, you play a part in giving every student who walks through our doors a fair shot at reaching his or her potential. The mixed-methods CX Researcher will play a key role in helping Success Academy better understand and serve our families. Reporting to the Head of Customer Experience, you will lead research efforts that uncover what families value most, identify opportunities for improvement, and help ensure that every interaction reflects our commitment to excellence and care. This role combines data, empathy, and design thinking—you’ll utilize surveys, interviews, and other experience research methods to listen deeply to families, identify pain points, and translate feedback into clear insights that inform decisions across the organization. Key Responsibilities Design and lead family experience research that measures sentiment, engagement, and key moments along the family journey. Conduct qualitative and quantitative research, including surveys, interviews, focus groups, journey mapping, and usability-style testing of key family-facing experiences. Synthesize insights from multiple data sources—surveys, interviews, CRM data, and feedback tools—to build a holistic understanding of family needs and motivations. Collaborate with cross-functional partners (Enrollment, Data Science, Operations, Family Experience) to identify research questions, design studies, and test solutions that enhance the family experience. Track key metrics related to family engagement and sentiment, helping teams stay focused on what matters most to families. Translate research findings into stories and actionable insights that inspire empathy and drive improvements across the organization. Create accessible visuals and presentations (journey maps, dashboards, briefs) that communicate insights clearly and effectively to both technical and non-technical audiences. Qualifications Bachelor’s degree in a relevant field such as Sociology, Psychology, UX/Design Research, Human-Computer Interaction, Market Research, Education, or Business; a graduate degree is a plus. 3+ years of experience in customer insights, market research, CX research, or design/UX research. Strong skills in survey design, analysis, and reporting, including experience with platforms like Qualtrics, SurveyMonkey, or similar. Experience conducting interviews, focus groups, and usability studies to explore behaviors, needs, and motivations. Comfortable with basic data analysis tools (Excel, Google Sheets, Tableau). Experience with CRM systems (like Salesforce) or other feedback tools is a plus. Understanding of human-centered design, service design, or design thinking principles. Excellent communication and storytelling skills; able to translate complex research findings into compelling, actionable narratives. Compensation Exact Compensation May Vary Based On Skills And Experience. $100,000—$120,000 USD Success Academy Charter Schools is an equal opportunity employer and actively encourages applications from people of all backgrounds. Compensation is competitive and commensurate with experience. Success Academy offers a full benefits program and opportunities for professional growth. Privacy Policy By providing your phone number, you consent to receive text message updates from Success Academy regarding your application. Reply STOP to unsubscribe. View our Privacy Policy. Please apply through the Internal Job Board via Greenhouse. You will be asked to log in through your Okta Profile. We are an equal opportunity employer and value diversity at our organization. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We actively seek applications from people of all backgrounds to strengthen our community and the perspectives needed to flourish in a multicultural world. Success Academy Charter Schools does not offer employment-based immigration sponsorship. #J-18808-Ljbffr