Description

Research expert responsible for driving Voice of Customer initiatives across all customer-facing products and experiences. The role ensures customer perspectives are captured through interviews, usability testing, and qualitative research, and findings are translated into actionable insights. Responsibilities include developing personas, journey maps, service blueprints, and executive-ready reports that guide product design, software usability, marketing, and customer engagement strategies. Close collaboration is maintained with Product, Marketing, Sales, Training, and Customer Success to ensure decisions are grounded in customer feedback.

Key Responsibilities

• Design and run qualitative research initiatives, including interviews, focus groups, and usability-style sessions, to capture authentic customer perspectives
• Collaborate cross-functionally with Product, Marketing, Sales, Training, and Customer Success teams to ensure customer perspectives inform decisions
• Recommend and implement the right tech stack for Voice of Customer collection and analysis
• Synthesize research findings into actionable insights, personas (e.g. using the Double Diamond method), journey maps, and service blueprints
• Partner with Business Intelligence on quantitative metrics (NPS, CSAT, churn) and integrate qualitative insights for a holistic view
• Present clear, compelling research reports and executive-level presentations that influence decision-making
• Build an ongoing feedback loop to ensure customer input informs future programs and offerings

Success Measures

• Research findings leading to measurable improvements in customer programs and engagement
• Positive feedback from executives on clarity, relevance, and actionability of insights
• Increased adoption of customer-informed initiatives across Marketing, Sales, and Customer Success teams
• Establishment of an ongoing, sustainable Voice of Customer program

Qualifications

• 3–5 years of experience in customer experience research, market research, or UX research with a focus on qualitative methods
• Strong background in designing and leading customer interviews and synthesizing insights into clear deliverables
• Familiarity with persona development, customer journey mapping, and service blueprint methodologies
• Ability to recommend, select, and implement research tools/platforms
• Skilled communicator with experience presenting to senior executives
• Proven track record of influencing program or product decisions through research

Preferred Qualifications

• Experience in B2B environments, ideally in technology, manufacturing, or HVAC-related industries
• Understanding of the Double Diamond UX process or similar frameworks
• Exposure to Voice of Customer or customer success programs and working with mixed methods
• Ability to collaborate with analytics/BI teams to connect qualitative and quantitative insights

Additional Info

Indefinite U.S. work authorized individuals only.  Future sponsorship for work authorization unavailable.

Additional Information

The U.S. base salary range for this full-time position is between the range of $91,000 - $105,400, individual pay is determined based on several factors, including, but not limited to, work experience and job knowledge, complexity of the role, job location, etc. This range does not include annual bonus percentage nor any other monetary considerations for the total compensation package. Your Recruiter can share more details about the specific salary range for this position during the interview process.

In addition to your base salary, Bosch offers a comprehensive benefits package that includes health, dental, and vision plans; health savings accounts (HSA); flexible spending accounts; 401(K) retirement plan with an attractive employer match; wellness programs; life insurance; long term disability insurance; paid time off; parental leave. Pay ranges included in the postings, when included, generally reflect base salary; certain positions may include bonus, or additional benefits.

Equal Opportunity Employer, including disability / veterans 

*Bosch adheres to Federal, State, and Local laws regarding drug-testing. Employment is contingent upon the successful completion of a drug screen and background check. Candidates who have been offered the position must pass both screenings before their start date. 

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Company Description

We Are Bosch.

At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people’s lives. Our areas of activity are every bit as diverse as our outstanding Bosch teams around the world. Their creativity is the key to innovation through connected living, mobility, or industry.

Let’s grow together, enjoy more, and inspire each other. Work #LikeABosch

• Reinvent yourself: At Bosch, you will evolve.
• Discover new directions: At Bosch, you will find your place.
• Balance your life: At Bosch, your job matches your lifestyle.
• Celebrate success: At Bosch, we celebrate you.
• Be yourself: At Bosch, we value values.
• Shape tomorrow: At Bosch, you change lives.