Lead Customer Experience Analyst

About the Role

Key Responsibilities

• Conduct upfront market scans and use case analysis to identify opportunity spaces and unmet needs.
• Leverage public and proprietary sources (e.g., Forrester, Gartner, GuidePoint) to inform competitive positioning and customer expectations.
• Develop and validate personas using data from Qualtrics, EnjoyHQ, and direct customer interviews.
• Design and execute research plans using tools like UserTesting.com, GuidePoint, and intercept surveys.
• Translate findings into actionable insights and briefs that inform journey mapping and solution design.
• Actively participate in and inform design thinking workshops by presenting synthesized research and facilitating empathy-building exercises.
• Collaborate with journey leads, designers, and product managers to co-create future-state experiences.
• Define listening strategies and KPIs to track experience performance post-launch.
• Monitor live experiences using Qualtrics, analytics platforms, and customer feedback loops to identify pain points and improvement opportunities.
• Create compelling research summaries, insight briefs, and executive-ready presentations.
• Serve as a thought partner to cross-functional teams, helping them interpret and act on research findings.

Requirements

• 5+ years of experience in customer research, UX research, market analysis, or a related field.
• Proficiency with research tools such as Qualtrics, EnjoyHQ, UserTesting.com, GuidePoint, and experience with analyst platforms like Forrester or Gartner.
• Demonstrated ability to synthesize qualitative and quantitative data into clear, actionable insights.
• Experience facilitating or contributing to design thinking workshops and journey mapping sessions.
• Strong communication and storytelling skills, with the ability to influence stakeholders at all levels.
• Bachelor's degree in business, human-centered design, behavioral science, or related field (Master's preferred).

Nice to Have

• Master's degree in a related field.

Benefits & Perks

• Annual bonus
• Private health care
• Multisport card/Multicafeteria
• Lunchpass card
• Life insurance (voluntary)
• PPK (voluntary)
• English & Polish classes
• Company Social Benefits Fund
• Working abroad policy