Post Call Survey Researcher

Blink is the user experience firm for the world’s leading companies. We use evidence-driven design to create products that people use, love and remember. With studios in Boston, New York, San Diego, San Francisco, and Seattle, Blink brings two decades of experience to research, design, and strategy for clients such as Amazon, Facebook, Microsoft, NASA, Starbucks, and USAA.

This opportunity is a part of Blink's Embedded practice which supports long-term opportunities with some of Blink’s largest client partners.

Duration: Ongoing, long term need

Location: 3 days on-site in Boston, MA

Overview

• We are looking for a detail-oriented and experienced researcher with strong background in survey research, data analysis, and customer satisfaction. This role requires excellent analytical skills, attention to detail, and ability to collaborate with cross-functional teams.

Expectations

• Survey Design and Implementation:
• Create and run post-call surveys to get customer feedback on service interactions.
• Work closely with the Customer Care and WFM teams to review and improve the current Post Call Survey process, including scripts, IVR processes, and system integration (Pure Connect / Genesys).
• Test and improve surveys conducted on external vendors’ agents.
• Review and refine survey strategies to improve response rates and data quality.

• Data Collection and Analysis:
• Analyze survey data to find trends, patterns, and areas for improvement.
• Ensure data accuracy, consistency, and integrity.
• Oversee data integration into the company’s analytics system (Qualtrics) for analysis at different levels (corporate, company, office, team leader, agent).

• Reporting and Insights:
• Prepare detailed reports on survey results, including Customer Satisfaction Scores, Net Promoter Scores, and agent performance metrics (knowledge, courteousness, FCR).
• Identify reasons for calling and integrate results and findings with other survey sources (digital, conversational, industry benchmarking, etc.)
• Provide actionable insights and recommendations to improve customer service based on survey results.
• Work closely with customer care teams to address feedback and make improvements, including training and scripting.
• Share survey findings and recommendations with management & other stakeholders.

Your background

• Bachelor’s degree in Market Research, Business, Psychology, or a related field.
• Proven experience in survey research and data analysis.
• Strong understanding of customer satisfaction metrics (CSAT, NPS).
• Excellent analytical skills.
• Proficient in survey tools and data analysis software.
• Strong project management skills.

Blink is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability.