We’re hiring a CX Researcher & Strategist in Columbus, OH

The Position.
At Root we’re always learning. Learning and knowing more helps us make the right decisions that lead to us do the right things, especially when it comes to our customers. We aim to gain a deeper understanding of our customers and how the products and services we design fit into their lives. To that end, we’re looking for an experienced Customer Experience (CX) researcher and strategist to join Root’s growing research team. The CX Researcher and Strategist will be a cross-functional business partner that leads and supports initiatives focused on driving world-class customer experience across all touchpoints. The individual in this role will be responsible for establishing and monitoring a comprehensive CX feedback system that elevates the voice of the customer and informs decision making across the organization. An ideal candidate for this position will have client-side experience in which they served as the voice of the customer as well as expertise in quantitative and qualitative research methodologies. 

Reports to: Director, Consumer Insights & Analytics

What you’ll be doing.

  • You’ll establish and monitor a CX feedback system that paints a comprehensive picture of customer experience across all touchpoints. You will partner with stakeholders to build dashboards and elevate relevant results to leadership. 
  • You’ll identify gaps in measurement and work with stakeholders to implement the tools we need to improve our measurement process.
  • You’ll partner closely with Designers and User Experience Researchers to map customer behavior across segments to identify trends and inform solutions.
  • You’ll identify gaps and opportunities in customer experience.  You will use research to build business compelling cases to enhance customer experience and advocate for solutions that create and elevate value through every touchpoint.
  • You will work with stakeholders across the business to link customer experience to financial returns and company performance, with the goal of driving further investment in customer experience solutions.
  • You’ll manage a range of primary and secondary research projects related to customer experience, which will include leading the design of survey instruments, interview guides, and focus group scripts that deliver high-quality insights.
  • You’ll perform work independently without significant direction or instruction. Proactively understand business problems and work with stakeholders to identify the appropriate research solutions to address objectives.

Who we’re looking for.

  • You have 5+ years relevant experience in a CX and/or research role with a strong analytical background.
  • You have a bachelor's degree (required) or Master’s degree (preferred) in a quantitative, analytical, or research-oriented field.
  • You have advanced knowledge of voice of the customer strategy, with expertise in a range of primary and secondary methodologies, both quantitative and qualitative.
  • A customer champion with significant experience consulting internal or external stakeholders in CX principles and models that deliver high-quality actionable insights across the customer journey.
  • You move from insight to action. You make sense of many sources of input while helping teams uncover tradeoffs and understand implications and what to do next. 
  • You’re creative, curious and open-minded. You thrive on ambiguity and trust the process.
  • You have exceptional communication skills, written and verbal; ability to present complicated analytical material to a range of stakeholders with differing levels of technical expertise.
  • You have strong people and relationship management skills.
  • You have high attention to detail; comfortable independently multitasking and prioritizing projects in a fast-paced work environment.
  • You have expertise in statistical software, such as R, SAS, and/or SPSS
  • You have expertise in Microsoft Excel
  • You are proficiency in a survey platform (Qualtrics preferred)

  • Who we are.
    Root Insurance is the nation’s first licensed insurance carrier powered entirely by mobile. We were founded on the belief that the services you need for everyday life should serve you better. That’s why we base insurance coverages on you, not your demographic. It’s the way insurance should be. And it’s all conveniently in an app.

    What draws people to Root.
    We’re a venture-backed technology company. Our early success is in large part due to our unwavering standards in hiring. We recognize that our product is only as good as the people building and promoting it. We look for individuals who find solutions by going through the cycle of ideation to implementation with curiosity, rigor, and a highly analytical lens. Ask anyone who works here and you’ll hear similar reasons for why they joined:

    Autonomy. For assertive self-starters, the opportunities to contribute are limitless.

    Impact. By challenging the way it’s always been done, we solve problems that have a big impact on our business.

    Collaboration. We encourage rich discussion and civil debate at every turn.

    People. We are inspired by the collection of crazy-smart people around us.

Get in touch

Finding the right people to help us build Root is a top priority. Whether you would like to explore the possibility of working together or simply learn more about the position, we’d love to hear from you!

Apply now

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If you’d like to be a part of what we are building but don’t see an opening that suits you, email us at jobs@joinroot.com.