How will this role impact First Command?
We are seeking a self-motivated, organized professional with advanced attention to detail to join our Client Experience team as a Survey Specialist. This individual will serve as the point person for the appropriate program (CX, EX, or FX) and will play a critical role in shaping how we measure and understand experiences across the organization.
The Survey Specialist will not only design and write high-quality surveys but will also ensure that collected data connects to tell a holistic story. This includes mapping high-level customer or employee journeys to identify critical moments that matter and determine where measurement mechanisms and feedback loops should be strategically placed. The role requires aligning these efforts with our strategic measurement framework to support business objectives and drive actionable insights.
This position goes beyond simply creating surveys, it demands the ability to strategically place measurement mechanisms in the right places, connect sentiment data back to journeys, and uncover opportunities for continuous improvement.
Survey drafts are built and revised in the Qualtrics platform, so the Survey Specialist must be an avid Qualtrics user (versed in programming skip logic, display logic, and survey flow) and confident in leveraging its advanced features to enhance survey processes and standards.
Finally, given the swift nature of marketing research and the steady flow of client work, success in this role will demonstrate an ability to manage numerous survey projects at different stages of development. Although supervised by the Associate Director, Client Experience, the Survey Specialist will largely work independently with respect to setting and meeting deadlines, requiring strong organizational and time management skills.
What will the employee do in this role?
- Serve as the primary point person for the assigned program (CX, EX, or FX), ensuring alignment with program goals and measurement frameworks.
- Lead quantitative research efforts, including working with stakeholders to draft, finalize, and launch surveys; understand survey objectives and define success metrics.
- Map high-level customer or employee journeys to identify critical moments that matter and determine where measurement mechanisms and feedback loops should be strategically placed.
- Connect data to tell a holistic story, mapping sentiment back to journeys and uncovering actionable insights.
- Generate detailed dashboards and research using Core XM and other tools.
- Report and communicate research findings and outcomes to project stakeholders in a way that tells a connected, holistic story.
- Identify, develop, and operationalize new ways to engage customers and employees for increasing survey adoption, including helping business owners manage their own feedback loops.
What skills and qualifications do you need?
Education
- Bachelor’s degree or equivalent with user research, user experience or similar
Work Experience
- 5+ years of experience working hands-on with quantitative research
- High proficiency with Qualtrics survey tools
Required Knowledge, Skills and Abilities
- Survey Design & Research Expertise: Strong understanding of survey methodology, question design, sampling, and data analysis.
- Journey Mapping: Ability to map high-level customer or employee journeys and identify critical moments for measurement.
- Data Storytelling: Skilled at connecting data points to tell a holistic, actionable story that informs business decisions.
- Qualtrics Proficiency: Advanced experience with Qualtrics, including programming skip logic, display logic, survey flow, and dashboard creation.
- Analytical Skills: Ability to interpret quantitative and qualitative data, identify trends, and provide actionable insights.
- Strategic Thinking: Capability to align measurement mechanisms with organizational goals and frameworks.
- Technical Writing & Communication: Strong writing skills for survey content and clear communication of research findings to stakeholders.
- Project Management: Ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines independently.
- Collaboration: Comfortable working with cross-functional teams, including business partners, technology teams, and UX researchers.
- Attention to Detail: Exceptional accuracy in survey design, data validation, and reporting.
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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