Customer Experience Research Operations Specialist

REQ ID 266

**Mach49 is the Growth Incubator for Global Businesses.**

We are 100% focused on execution helping companies Disrupting InsideOut and Disrupting OutsideIn to drive meaningful, sustainable growth for their companies, their people, their communities and the world. Together with our clients we.
- **Launch Ventures** leveraging the client's talent, customers, assets, core competencies to ideate, incubate, accelerate and scale disruptive new ventures
- **Build Incubators** that develop client team capability (not dependency) and enable our customers to drive growth for years to come (without us)
- **Do Corporate Venture Investing and Partnering** with the discipline embraced by top-tier Venture Capitalists
- **Bring the Silicon Valley Inside** building an internal ecosystem equipped to seize the Mothership advantage and beat the startups at their own game.

If you are a creative problem solver that believes in the power of customer experience research as a driver in helping create new business ventures, we want to talk to you. Mach49 seeks a Customer Experience (CX) Research Operations Specialist to support client teams by recruiting participants and providing other logístical support for the Mach49 and client teams throughout the venture journey.

**The Role**

The CX Research Operations Specialist will support client teams through participant recruiting, research logistics, and providing strategic assets to facilitate a seamless research experience. The client teams rely heavily on customer experience research as a means to build new disruptive products and services by combining work from multiple disciplines: User Research, Design, Usability, and Design Thinking.

The process begins with customer development research, moves through the brainstorming process, and continues with rapid product iteration. Each 12-week incubation is focused on helping project teams define a product concept, vision, and roadmap that global enterprises can build a business around. The CX Research Operations Specialist provides access to the target customers so the client team can keep the customer in the centre throughout the incubation process.
- Support the Mach49 and client teams with recruiting and scheduling participants for customer research
- Leverage existing tools and evaluate new technologies to support participant recruitment
- Develop and grow a database of participants which may be used in future engagements
- Build and maintain relationships with recruiters and research facilities in strategic markets
- Support project teams by providing strategic assets such as consent forms, scripts, templates, and Miro Boards
- Coordinate participant compensation, and other logistics to facilitate a seamless research experience
- Educate team partners on recruiting strategy and process
- Work closely with multiple teams, at various levels of seniority, with team members often in different countries
- Work effectively with a range of different industries, organizations, and people at all levels

**Requirements**:

- Degree in marketing, business/sales, media studies, design, psychology, or CX related field
- Expertise with social media, particularly LinkedIn
- Ideally familiar with participant recruiting, customer/user experience research and design thinking methods
- Creative problem solver, particularly around the use of technology and social media to identify potential research participants
- The ability to work efficiently in a very fast-paced, multi-task, collaborative environment
- A positive outgoing attitude, resilience, comfort with ambiguity and the ability to contribute to strong team dynamics
- Highly detailed and organized work style, ideally familiar with maintaining a database
- Comfort learning and working within the current Mach49 customer experience research process
- Willing to be flexible and work when the work is needed, sometimes at odd hours (working across time zones, and there are many peaks and valleys during a project)
- Experience using Miro, AirTable, and Slack
- Comfortable working remotely, coming into the office, and traveling when necessary

**We require background and reference checks, and when and where allowable that new hires be fully vaccinated against COVID-19, and that all associates, clients, and guests who choose to attend in-person Mach49 events provide proof of vaccination and follow local requirements and mask mandates. Working together, we can protect our global community.**

**Mach49 is an Equal Employment Opportunity Employer. We're building a diverse, inclusive, empathetic community where every one of us belongs. A place — not just a **_workplace_** — that reflects the people of all races, genders, sexual orientations, national origins, backgrounds, and perspectives who share our world.**

**Physical requirements include ability to communicate effectively in written and oral forms, to listen and hear and/or read on and through electronic devices for extended periods o