Senior Research Analyst, Customer Experience

The Customer Experience (CX) team serves as the voice of NinjaTrader’s customers within the company. We partner with key departments and stakeholders to help the business understand what it’s like to be a NinjaTrader customer, and we’re always looking for new ways to improve the customer experience. We follow the data, yes—but we also strive to always hear the real human voices within that data. 

About You: 

You thrive when you are being a “connector,” to deliver a best-in-class customer experience—connecting customers, internal teams, and external vendors. You are committed to always pursuing better customer experiences through research, documentation, planning, and strategy. You are self-motivated to improve both the business and yourself. You can manage the ongoing analysis of the customer experience across all customer touchpoints. You stay current on CX methods, trends, and best-practices. 

In this role, you will: 

• Understand business goals, customer needs, and technology trends in the competitive FinTech landscape
• Master NinjaTrader's current customer journey and all the ways the business supports it
• Conduct primary research on key moments in the customer journeyvia surveys, interviews, participant observation, immersive research, SME conversations, workshops and focus groups 
• Monitor ongoing CX tracking programs
• Synthesize other data, including internal performance / usage data, into primary research datasets
• Use quantitative and qualitative tools and techniques to analyze CX research, including research platforms like Qualtrics or UserTesting.com, analysis tools like Q/Displayr or SPSS, or data visualization software like Tableau or PowerBI 
• Incorporate CX best practices and opportunities for improving the business into your analysis
• Communicate findings in clear, succinct, and compelling ways based on the audience (operations vs C-suite vs internal team debrief)
• Provide ongoing and/or ad hoc reporting on CX research to the relevant stakeholders across the business
• Meet with relevant stakeholders on an ongoing basis to share insight & opportunities, create meaningful action plans, and measure the impact of interventions in future tracking
• Support other customer experience and/or research & insights work across NinjaTrader teams, as needed
• Play a central role in defining the next-gen customer experience at NinjaTrader

Job Requirements: 

• BA or MS degree in a related field or relevant years of experience
• 3+ years of research & insights experience
• Possess a strong understanding of customer experience practices, such as user journey creation and analysis, conducting moderated customer studies, personae creation, surveys, digital tracking and reporting techniques, etc.
• Self-motivated and able to easily execute without ample direction—with a proven record of successfully leading research & insights initiatives from concept to completion
• Detail-oriented, with the ability to think critically and efficiently multitask
• Excellent oral, written, and presentation skills—with the ability to explain complex concepts and controversial findings clearly to a variety of audiences, including senior management
• Proven ability to think strategically and creatively about issues impacting an entire portfolio or business department
• Strong knowledge of primary research approaches including quantitative and qualitative market research
• Possess an entrepreneurial mindset, comfortable with ambiguity, and passionate about innovation projects
• Must be able to learn and adapt quickly

Not Required, But Nice to Have:  

• Experience in financial services is a plus but is not required
• Chicago location preferred

Our Benefits:  

• Health, Vision, Dental Coverage  
• 401k with Company Match  
• Life and Disability Insurance covered 100% by NinjaTrader  
• Generous PTO  
• 7 paid holidays annually