We are seeking a Senior Customer Experience (CX) Specialist with advanced expertise in measurement, content adoption, and qualitative and quantitative user research. This individual will drive data-informed insights that help Learning Services understand whether content is reaching users, whether it is effective, and why adoption succeeds or falls short. They will independently lead research initiatives, collaborate with colleagues across Learning Services, and translate findings into strategic recommendations that improve the Learning Services customer journey.
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES
- Identify user needs, pain points, and behavior patterns through measurement and evaluation frameworks, and translate findings into actionable recommendations that improve the learning journey.
- Use Heap and other analytics tools to independently track content engagement, map user journeys, surface meaningful patterns, and deliver actionable insights to Learning Services teams.
- Design and facilitate stakeholder interviews, surveys, and usability tests; synthesize findings to identify strategic themes and inform Learning Services priorities.
- Lead end-to-end research projects — from planning and execution through to presenting insights — ensuring findings drive decisions across teams.
- Collaborate across functions (online learning, product, marketing, corporate UX) and influence outcomes through a deep understanding of user needs.
- Create and refine personas, journey maps, and user scenarios to guide content strategy and Learning Services planning.
- Synthesize research into clear, compelling reports, presentations, and data narratives tailored for diverse stakeholders including leadership.
- Proactively communicate project status, surface risks, and recommend solutions with clarity and impact.
- Stay current on trends in analytics, content effectiveness measurement, and CX research practices.
- Performs other related duties and activities as required.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
QUALIFICATIONS/REQUIREMENTS
Education and Work Experience:
- Bachelor's degree required; advanced degree in a related field a plus.
- 5+ years of progressive experience in user experience research, customer experience, analytics, or a related field.
- Demonstrated experience with measurement and evaluation — understanding of what makes content effective and how to assess impact.
- Experience working in a content-driven environment; familiarity with adult learning or instructional design a plus.
- Specialized Knowledge, Skills, and/or Abilities:
- Advanced proficiency in qualitative and quantitative research methods.
- Experience with analytics tools (Heap, Google Analytics, or equivalent) to track user journeys and content engagement.
- Strong ability to design, deploy, and analyze surveys at scale and distill findings into strategic insights.
- Skilled at translating data into clear narratives and recommendations for diverse audiences, including leadership.
- Proven ability to lead complex research and measurement projects with minimal guidance.
- Ability to mentor others and give constructive, timely feedback.
- Experience with UX tools (e.g., Figma, UserTesting) and usability testing practices.
Other Requirements:
- Travel: 0%
- Special Work Hours: None
We are an equal-opportunity employer and do not discriminate because of race, color, religion, sex, national origin, ancestry, marital status, veteran status, age, disability, sexual orientation or gender identity or expression or any other legally protected category. InterSystems is an E-Verify Employer in the United States.
InterSystems is providing a current good faith estimate of the anticipated base salary range for this position depending on a variety of factors including experience, education, skills, and performance.
Other compensation may include a discretionary annual variable target incentive.
The company also provides generous employee benefits including:
- Medical, vision, and dental insurance
- Short-term and long-term disability, and life insurance
- 401(k) Profit Sharing Contribution
- Paid Time Off and Holidays
- Parental Leave
- Tuition reimbursement
About InterSystems
InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.
AI Disclaimer
InterSystems may use AI tools for its internal operations including administrative tasks during recruitment (e.g., organizing candidate information). InterSystems’ approach to AI is guided by the InterSystems Responsible AI Guidelines. AI is not used to make or influence hiring decisions. All decisions are made by InterSystems employees.
Candidates may use AI for CV or interview preparation, provided materials are truthful and reflect their own experience. AI tools and third-party transcription services must not be used during interviews or assessments.
Please note that the use of wearable technology, including any AI-related tools or other technology-connected devices (such as META or Google smart glasses and/or wearables, and/or any similar devices), is strictly prohibited during the interview and screening process with InterSystems. Any applicant who requires a wearable device or any type of technology support during the interview process as a reasonable accommodation under the ADA or applicable state or country laws and regulations must contact the InterSystems Human Resources Department prior to attending or participating in any interview or screening process.
Skills Required
- Bachelor's degree required
- Advanced degree in a related field
- 5+ years of progressive experience in user experience research, customer experience, analytics, or a related field
- Experience with measurement and evaluation, including assessing content effectiveness and impact
- Experience working in a content-driven environment
- Familiarity with adult learning or instructional design
- Advanced proficiency in qualitative and quantitative research methods
- Experience with analytics tools such as Heap, Google Analytics, or equivalent
- Ability to design, deploy, and analyze surveys at scale
- Ability to translate data into clear narratives and recommendations for diverse audiences, including leadership
- Experience leading complex research and measurement projects with minimal guidance
- Ability to mentor others and provide constructive, timely feedback
- Experience with UX tools such as Figma and UserTesting
- Experience with usability testing practices
What the Team is Saying
What We Do
InterSystems builds the software that makes complex systems work—reliably, securely, and at scale. For more than 45 years, we’ve been the information engine behind some of the world’s most mission-critical applications in healthcare, government, and business. Our data management, integration, and analytics technologies help organizations connect disparate systems, turn data into insight, and deliver better outcomes. From enabling interoperable healthcare and advancing clinical care, to powering national infrastructure and large-scale enterprise systems, our technology is used every day by millions of people in more than 80 countries. What sets InterSystems apart is not just what we build, but how we build it. We focus on long-term innovation, deep engineering excellence, and solving hard problems that truly matter. Our teams work closely with customers to tackle real-world challenges—often behind the scenes, but always at the heart of what keeps essential systems running. If you’re motivated by meaningful work, technical depth, and the opportunity to have a global impact, you’ll find it here.
Why Work With Us
Because we are a profitable, privately-held software company, we place our clients first in everything we do. You’ll work on meaningful, complex problems alongside deeply curious experts in a culture that values learning, ownership, and long-term growth—without the pressure of quarterly Wall Street demands.
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InterSystems Teams
InterSystems Offices
OnSite Workspace
InterSystems prioritizes in-person collaboration with majority on-site presence and some work from home flexibility that varies by region and office location.
