Job description
Overview:
Kaeppel Consulting is seeking an experienced Customer Experience (CX) Researcher to lead user and stakeholder research for a high-impact engagement with a confidential client. The ideal candidate has a strong background in qualitative and quantitative research methods, journey mapping, and translating insights into actionable recommendations. This is a hybrid opportunity based in San Antonio, TX, with an expected duration of 6–12 months.
Responsibilities:
- Design and execute research plans including interviews, surveys, and usability testing.
- Gather insights to inform design and strategy decisions across customer touchpoints.
- Develop personas, empathy maps, and detailed journey maps to visualize findings.
- Collaborate closely with designers, writers, and business stakeholders.
- Present findings and recommendations to leadership in a clear, compelling way.
Qualifications:
- Bachelor’s degree in Human-Centered Design, Psychology, or related field (Master’s preferred).
- 5+ years of experience conducting end-to-end research for customer experience or UX projects.
- Proficient in user research tools (e.g., Dovetail, UserTesting, Optimal Workshop).
- Strong communication and storytelling skills.
- Experience working with public sector or enterprise clients is a plus.
