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.
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What We Do
Different from most large firms, Kaeppel Consulting offers customized solutions to meet your needs without all the overhead. We have applied our lean tools to our self and designed a “Just-in-Time” supply model. We have access to all levels of consultants within many industries and will provide you with just the right talent needed for just the right amount of time.
We are a privately held, veteran-owned, services firm dedicated and concentrated in Staffing, Training and Consulting with competencies in Lean, Six Sigma, Program and Project Management, Enterprise Architecture, Change Management and IT Services. Our experience comes from companies such as GE, USAA, Federal Express, IBM, Dell and other fortune 100 companies.
We focus on helping our customers achieve sustainable and measurable improvements through the application of these competencies in several key practice areas, including Information Technology disciplines, Innovation and Strategic Planning, Capability Maturity Planning and Management, Portfolio Planning and Management, Operational Excellence and Continuous Improvement, Business Transformation and Business Integration.
We offer tailored Staff Augmentation services, customized Training Programs, and results-oriented Consulting Services. We recognize our clients are unique in their cultures, goals and needs. Therefore, all our services are designed and tailored to uniquely meet each customer’s needs. We operate with our core values of putting People First, speaking with Honesty, demonstrating Integrity, providing world-class Service, and ensuring Excellence in all we do. We operate with a mindset that puts our clients' needs before our own and works ourselves out of your business by conducting knowledge transfer and coaching our clients in our methods as we deliver on our promises. This ensures we are leaving a client in a better position of capabilities than before we arrived.
