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Intern: Customer Experience Researcher

Company: Juniper
Location: Sunnyvale
Posted on: December 5, 2019

Job Description:

Customer Experience Researcher (Internship) June - August 2020 Work Location: Sunnyvale, CA or Westford, MA The mission of the Juniper Digital Experience and Automation (DEA) team (part of the Juniper Customer Success and Support Organization) is to delight external and internal customers by delivering efficient, innovative solutions that are proactive, easy to use and self-service focused. All functions within Customer Success and Support are in DEA scope and includes Customer Support (Technical Support, Customer Care), Professional Services, and Advanced Services functions. DEA is at the heart of the CSS digital strategy. We integrate and build the innovative technologies that enables the CSS business with a focus on business agility and efficiency. Through partnerships with business subject matter experts we identify need, ideate, determine idea value (ROI) and ultimately realize new capabilities. Automation and Big Data Analytics are critical components of that innovation work. The CX Researcher/Analyst will play a significant role in this transformation. A great candidate will be curious, collaborative, and insightful. The candidate will be willing to speak up and identify great opportunities (efficiency, revenue, etc.) for the Customer Success and Support Organization and the company. Role/Position Bring your knowledge and enthusiasm to help create a stellar online customer service experience. Typical duties may include: Identifying and communicating high priority questions and opportunities for research Supporting recruiting of appropriate participants for research plans and goals Conducting research methods and activities to capture data Analyzing application metrics and qualitative data to generate insights Delivering compelling stories to communicate actionable insights for team and stakeholders Qualifications: Pursuing a degree in a Human Factors/UX/HCI program (Masters or Ph.D.). Passionate about research and understanding user behavior. Curious to uncover user needs and discover the gaps in the user experience of the product. Strong understanding of strengths and shortcomings of different research methods, including when and how to apply them during each product phase. Excellent analytical, interpersonal, communication, negotiation and collaboration skills. Experience working with enterprise software (preferred but not mandatory). The ideal candidate will be comfortable in a dynamic environment that is constantly trying new technologies and approaches to address business challenges. The person must be open to learn as well as be willing to teach the team. Important, this individual is creative, wants to have fun, and works well with colleagues.

Keywords: Juniper, Sunnyvale , Intern: Customer Experience Researcher, Other , Sunnyvale, California

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