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MAPFRE

CXUX Design Research & Program Manager

Webster, MA · On-site

$115K - $140K/yr

Develop and manage the CX Design Research (CXDR) program, aligning research roadmaps with business KPIs and ensure user insights are incorporated into journey design and strategy. * Quality & Best ...

WorldatWork

Director, Research

$140K - $160K/yr

Market/CX Research: * Develop and implement comprehensive market research strategies that align with WorldatWork's business goals. * Present actionable insights and recommendations to senior ...

Aquent

Consumer Experience Researcher

Boston, MA · On-site

$70 - $75/hr

Jun 20, 2026 Consumer Experience Research This role is mainly remote but will need to be local to Boston to attend meetings. The Consumer Experience (CX) Researcher will focus on identifying ...

Ogc Global

Senior CX & Insights Lead

Manhattan, NY · On-site +1

Manage and develop a team of CX analysts / consultants / researchers * Allocate work streams, set priorities, and ensure high-quality delivery * Mentor team members and support their professional ...

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How much do cx research jobs pay per year?

As of Jun 7, 2026, the average yearly pay for cx research in the United States is $58,746.00, according to ZipRecruiter salary data. Most workers in this role earn between $44,000.00 and $70,000.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a CX Researcher, and why are they important?

To thrive as a CX (Customer Experience) Researcher, you need a strong background in research methodology, data analysis, and user-centered design, often supported by a degree in psychology, marketing, or a related field. Familiarity with survey tools, usability testing platforms, and data visualization software like Qualtrics, UserTesting, or Tableau is typically required. Excellent communication, empathy, and critical thinking skills help you understand customer needs and effectively share insights with stakeholders. These skills ensure that customer feedback is accurately interpreted and translated into actionable strategies to enhance the overall customer experience.

What is the difference between Cx Research vs User Experience Research?

AspectCx ResearchUser Experience Research
CredentialsTypically requires degrees in marketing, psychology, or related fields; certifications in customer experience are commonOften requires degrees in psychology, human-computer interaction, or design; certifications in UX research are beneficial
Work EnvironmentPrimarily in customer service, marketing, or product teams; focus on customer interactions and satisfactionUsually within design, product development, or tech teams; focus on user interactions with products or services
Industry UsageCommon in retail, telecom, finance, and service industriesPrevalent in tech, software, and digital product companies

While both roles focus on understanding user or customer needs, Cx Research emphasizes overall customer experience and satisfaction across touchpoints, often in service-oriented industries. User Experience Research concentrates on optimizing digital interfaces and product usability. The roles overlap in research methods but differ in scope and industry focus.

How does a CX Researcher typically collaborate with cross-functional teams to improve customer experiences?

As a CX Researcher, you’ll frequently work alongside product managers, designers, marketers, and customer support teams to translate customer insights into actionable improvements. This collaboration often involves presenting research findings, facilitating workshops, and co-designing solutions based on real customer data. Open communication and adaptability are key, as priorities can shift quickly in response to evolving customer needs. Regular teamwork helps ensure that customer-centric changes are implemented effectively across departments.

What is CX research?

CX research, or Customer Experience research, is the process of gathering and analyzing data about customers’ interactions, needs, perceptions, and satisfaction with a company’s products or services. The goal is to understand the customer journey and identify areas for improvement to enhance overall customer satisfaction and loyalty. CX researchers use various methods such as surveys, interviews, usability testing, and analytics to gather insights that inform business strategies and decision-making.
More about Cx Research jobs
What states have the most Cx Research jobs? States with the most job openings for Cx Research jobs include:
What job categories do people searching Cx Research jobs look for? The top searched job categories for Cx Research jobs are:
Cx Research jobs near you
Infographic showing various Cx Research job openings in the United States as of May 2026, with employment types broken down into 22% As Needed, 39% Full Time, 3% Part Time, 8% Temporary, 25% Contract, and 3% Nights. Highlights an 88% Physical, 3% Hybrid, and 9% Remote job distribution, with an average salary of $58,746 per year, or $28.2 per hour.
Director, CX Research & Market Intelligence

Director, CX Research & Market Intelligence

Upbound

Plano, TX

Other

Posted 14 days ago

Job description

Upbound Group

Director, CX Research & Market Intelligence (On-site - Plano, TX)

Upbound Group, Inc. (NASDAQ: UPBD) is a technology and data-driven leader in accessible and inclusive financial solutions that address the evolving needs and aspirations of underserved customers. The company's customer-facing operating units -Acima, Brigit, and Rent-A-Center- enable consumer transactions across digital and store-based channels, including more than 2,300 company-branded retail locations across the United States, Mexico, and Puerto Rico.

Upbound Group, Inc. is headquartered in Plano, Texas.

JOB OVERVIEW:

TheDirector of CX Insights & Market Intelligenceis responsible for building and leading Upbound's enterprise-wide customer insights including Voice of Customer (VoC), Voice of Coworker (VoCW), Voice of Merchant (VoM) as well as market intelligence capabilities. Reporting to theVice President of Customer Experience & Insights, this role ensures the organization has a deep, continuous understanding of customer needs, perceptions, and behaviors - while also maintaining a clear view of the competitive landscape and broader market dynamics. This leader will oversee the Voice of Customer (VoC/VoM/VoCW) programs, customer research function, and market and competitive intelligence programs across all Upbound brands. The role translates insights into clear, actionable recommendations that inform customer experience strategy, product innovation, growth priorities, and executive decision-making.

This is a full-time,on-site position based at Upbound's Plano, TX headquarters.

DUTIES AND RESPONSIBILITIES:

Customer Insights & Voice of Customer

  • Own and evolve Upbound's enterprise Voice of Customer programs across brands and channels
  • Design and manage customer feedback systems including surveys, in-product feedback, complaints, and qualitative listening.
  • Ensure VoC insights, customer problems and friction points are synthesized into clear themes, opportunities, and actions that drive customer and business outcomes.
  • Partner with CX Strategy, Product, Marketing, and Operations to embed customer insights into planning and prioritization.

Customer Research

  • Lead customer research efforts across brands, including qualitative and quantitative studies, journey research, and concept testing.
  • Have a deep understanding of different research methodologies and know when quantitative versus qualitative approaches will be most impactful
  • Establish research standards, methodologies, and governance to ensure consistency and rigor.
  • Translate research findings into compelling stories and actionable insights that influence experience design, messaging, persona development and product strategy
  • Balance foundational research with rapid-turn insights to support agile decision-making.

Market & Competitive Intelligence

  • Oversee market and competitive intelligence programs, monitoring direct competitors, adjacent solutions, and substitute offerings.
  • Track macro trends, consumer behaviors, and industry shifts impacting affordability, credit access, and financial services.
  • Develop competitive assessments, market landscapes, and executive briefings to inform strategy and innovation.
  • Partner with Strategy, Corporate Development, and Growth teams to support planning (TAM, SAM, SOM), partnerships, and investment decisions.

Insights Translation & Enablement

  • Synthesize customer, market, and competitive insights into clear, compelling narratives while ensuring opportunities for executive and functional audiences are clear and actionable
  • Establish insight-sharing rhythms (dashboards, readouts, reports) that drive visibility and action across the organization.
  • Support executive leadership, QBRs, and board discussions with timely, insight-driven perspectives.

Ensure insights are connected to better outcomes on behalf of the customer and the business

Leadership & Collaboration

  • Lead and develop a team of customer insights, research, and market intelligence professionals.
  • Build strong partnerships across CX, Product, Marketing, Data, Risk, and Operations.
  • Champion a culture of customer empathy, curiosity, and evidence-based decision making across Upbound.

SKILLS AND QUALIFICATIONS:

  • 10-12 years of experience in customer insights, market research, competitive intelligence, or strategy roles.
  • Bachelor's degree required; advanced degree in business, marketing, psychology, analytics, or related field preferred.
  • Proven experience leading enterprise VoC programs and customer research functions.
  • Strong understanding of qualitative and quantitative research methodologies.
  • Experience building and scaling market and competitive intelligence programs.
  • Ability to synthesize complex data into clear, actionable insights for senior leaders.
  • Excellent communication, storytelling, and executive presentation skills.
  • Experience in fintech, financial services, retail, or consumer-facing industries preferred.
  • Must be available to workon-site at Upbound's Plano, TX headquarters.

SPONSORSHIP:

Applicants mustbe authorized towork for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visaat this time.

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