How will this role impact First Command?
We are seeking a detail-oriented, self-motivated professional to join our Experience Design team as a Survey Specialist. This role is responsible for designing and managing surveys in Qualtrics, ensuring they remain accurate, engaging, and aligned with our enterprise Measurement Strategy. The Survey Specialist will oversee survey design and related communications to keep them current and provoke engagement, while also leading quantitative data capture for the field, including sentiment at relationships, journeys, and touchpoints.
A strong understanding of journeys, journey mapping, and how to measure journey performance is essential, as insights must be aligned to field journeys and organizational priorities. The role also includes administering Qualtrics, leveraging advanced features for optimal survey flow and data integrity, and occasionally conducting small behavioral research efforts to improve engagement and survey effectiveness.
Success in this position requires expertise in research methods, technical writing, and Qualtrics programming (e.g., skip logic, display logic, survey flow), along with strong organizational skills and the ability to manage multiple projects independently in a fast-paced environment.
What will the employee do in this role?
- Lead quantitative research efforts, including working with stakeholders, draft surveys, finalize and launch quantitative surveys: including, understand survey objectives and define success metrics
- Create and manage all quantitative data capture for our Customers, including sentiment data at relationships, journeys, and touchpoints; ensure alignment with field journeys and organizational priorities
- Ensure all surveys for the field adhere to and reinforce the organization’s Measurement Strategy, maintaining consistency and supporting enterprise-level insights
- Work with business and technology partners to gather and define requirements
- Generate detailed dashboards and research using Core XM and other tools
- Report and communicate research findings and outcomes to project stakeholders
- Identify, develop and operationalize new ways to engage our Field for increasing survey adoption, including helping business owners manage their own feedback loops
- Work with User Experience team to assist research efforts, guide on quantitative techniques to produce most insightful results
Skills & Qualifications
Education
- Bachelor’s degree or equivalent with user research, user experience or similar
Work Experience
- 3+ years of experience working hands-on with quantitative research
- High proficiency with Qualtrics survey tools
Required Knowledge, Skills and Abilities
- End-to-end Quantitative Research projects
- Qualtrics (analytical reports, surveys, managing directories, dashboards)
- Qualtrics service strategy, process standardization, and continued governance around it
- General familiarity with the Qualtrics research core
- Familiarity with marketing or social science survey-based research
- Superior attention to detail
- Comfort in a fast pace environment, providing Just In Time research insights
- Ability to articulate complex concepts clearly and pleasantly, especially through written communication
- High-level organizational and time management skills
- A ‘can-do’ attitude and a collaborative team player
- Clear communication skills
Preferred Qualifications:
- Fin-Tech experience
- E-Commerce experience (Banking instead of shopping cart)
- Qualtrics Certified
- Familiarity with other survey / insights platforms like MS Forms, Survey Monkey, Medallia
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