CX Research & Insights Lead @ Equifax

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.About Our Team: Equifax Workforce Solutions is a dynamic organization dedicated to putting our customers at the heart of everything we do. Our small but mighty Customer Experience (CX) Research team plays a pivotal role in understanding our customers' journeys, identifying pain points, and championing their needs across the business. We're a highly collaborative group focused on generating actionable insights that drive real impact.The Opportunity: We are seeking an experienced and passionate Customer Experience and Insights Leader to guide our qualitative and quantitative Voice of Customer (VOC) efforts. This individual will not only oversee the research, analysis, and insights generation but also be instrumental in building frameworks that ensure our customer insights are deeply embedded in strategic and tactical decision-making. You will be a key driver in maturing our CX health program and fostering a customer-centric culture.What You'll Do:Lead VOC Strategy & Execution:Develop and execute a comprehensive VOC research strategy, encompassing both qualitative (e.g., interviews, usability testing, focus groups) and quantitative (e.g., surveys, transactional feedback, behavioral data analysis) methodologies.Oversee the design, implementation, and analysis of all CX research initiatives, ensuring rigor and validity.Manage and mentor a small team of CX Research specialists, fostering their growth and ensuring high-quality output.Generate Actionable Insights:Lead the synthesis of research findings into clear, compelling, and actionable insights for a diverse cross-functional leadership audience (e.g., product, marketing, operations, executive leadership).Develop and deliver impactful readouts, presentations, and reports that translate complex data into business-relevant recommendations.Identify key customer pain points, unmet needs, and opportunities for experience enhancement.Drive Accountability & Impact:Design and implement accountability frameworks to ensure customer insights are actively leveraged in…

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