Senior CX Specialist (Customer Experience)

Location: Boston, MA, United States. Travel: 0%. Special work hours: None.

Base salary: $115,000–$150,000 USD per year. Other compensation may include a discretionary annual variable target incentive.

Company

hirify.global is a privately held data technology provider delivering platforms for next-generation applications in healthcare, finance, manufacturing, and supply chain across more than 80 countries.

What you will do

• Identify user needs, pain points, and behavior patterns through measurement and evaluation frameworks.
• Use Heap and other analytics tools to track content engagement, map user journeys, and deliver actionable insights.
• Design and facilitate stakeholder interviews, surveys, and usability tests, then synthesize findings into strategic themes.
• Lead end-to-end research projects from planning and execution through presentation of insights.
• Collaborate with online learning, product, marketing, and corporate UX functions to influence Learning Services outcomes.
• Create personas, journey maps, user scenarios, reports, presentations, and data narratives for diverse stakeholders, including leadership.

Requirements

• Bachelor's degree required; an advanced degree in a related field is a plus.
• 5+ years of progressive experience in user experience research, customer experience, analytics, or a related field.
• Experience with measurement and evaluation, including assessing content effectiveness and impact.
• Experience working in a content-driven environment.
• Advanced proficiency in qualitative and quantitative research methods.
• Experience with Heap, Google Analytics, or equivalent analytics tools for tracking user journeys and content engagement.
• Ability to design, deploy, and analyze surveys at scale and distill findings into strategic insights.
• Ability to translate data into clear narratives and recommendations for diverse audiences, including leadership.
• Proven ability to lead complex research and measurement projects with minimal guidance, mentor others, and provide constructive, timely feedback.
• Experience with UX tools such as Figma or UserTesting and usability testing practices.

Nice to have

• Advanced degree in a related field.
• Familiarity with adult learning or instructional design.

Culture & Benefits

• Medical, vision, and dental insurance.
• Short-term and long-term disability and life insurance.
• 401(k) profit-sharing contribution.
• Paid time off, holidays, and parental leave.
• Tuition reimbursement.
• Equal-opportunity employment with no discrimination based on legally protected characteristics.

Hiring process

• AI tools and third-party transcription services must not be used during interviews or assessments.
• Wearable technology, including AI-related devices, is strictly prohibited during interviews and screening unless a reasonable accommodation is arranged with Human Resources in advance.