• Job Description

  Req#: R-076735
  The Rock Family of Companies is made up of nearly 100 separate businesses spanning fintech, sports, entertainment, real estate, startups and more. We're united by our culture - a drive to find a better way that fuels our commitment to our clients, our community and our team members. We believe in and build inclusive workplaces, where every voice is heard and diverse perspectives are welcomed. Working for a company in the Family is about more than just a job - it's about having the opportunity to become the best version of yourself.
  
  Rocket Mortgage, backed by Rocket Companies®, means more opportunities for you to carve your own career path forward. From our desire to revolutionize the way people get mortgages to addressing challenges big or small with outside-the-box solutions, we're not your typical employer. We'll provide you with everything you need to make sure you're successful here.
  
  Apply today to join a team that offers career growth, amazing benefits and the chance to work with leading industry professionals.
  
  Minimum Qualifications
  
  
  • 7 years of experience or equivalent competency in customer experience research, digital analytics, data analysis or a similar field
  • 2 years of experience or equivalent competency mentoring researchers or analysts
  • Master's degree or equivalent competency in human-computer interaction (HCI), mathematics, statistics, computer science, business or related field
  • Demonstrated expertise leading quantitative research activities, such as survey design and governance, sentiment analysis, clickstream analysis and statistical analysis
  • Demonstrated expertise collaborating with teams to curate, plan, execute, synthesize and share insights for multiple large-scale and complex initiatives
  • Demonstrated expertise presenting and storytelling
  
  
  Preferred Qualifications
  
  • Demonstrated expertise querying, joining and manipulating raw data for analysis
  • Demonstrated expertise with web analytics and survey tools, such as Qualtrics, Adobe Analytics or Fullstory
  • Demonstrated expertise with data visualization tools, such as PowerBI or Tableau
  • Demonstrated ability to build a research community of practice at scale
  • Demonstrated experience in the fintech industry
  
  
  Job Summary
  
  As a Lead Customer Experience (CX) Analyst, you'll leverage product, business operations and customer sentiment data to plan and execute creative studies that inform strategic decisions across the organization. You'll provide actionable insights and recommendations through newsletter updates, informative dashboards and presentations to a diverse group of stakeholders, including senior leadership. As a champion of the discipline, you'll foster a culture of research and continuous learning across the organization.
  
  Responsibilities
  
  • Partner with teams across the organization to align on a unified research strategy that informs the evolution of our Voice of the Customer and other benchmarking programs
  • Establish standards to define, monitor and analyze digital experience metrics, with an emphasis on customer sentiment, engagement, adoption, retention and task success
  • Analyze structured and unstructured data from multiple sources, such as Voice of the Customer surveys, call transcriptions, chat logs and product analytics
  • Design accessible reports and dashboards that provide customer insights and inform decision-making across the organization
  • Actively identify, estimate and prioritize research opportunities across the organization
  • Gather and synthesize research findings into actionable insights, packaged and delivered in a compelling narrative to effect change
  • Apply a deep understanding of project assumptions and/or potential bias when planning and conducting research studies, and limit those biases whenever possible
  • Build relationships across the organization as an evangelist and thought leader of the research discipline
  • Strengthen the maturity of the research discipline by mentoring and shaping best practices through dedicated feedback, collaboration, delegation and interactive learning activities
  
  
  Benefits and Perks
  
  Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We've got your back. Check out our full list of Benefits and Perks.
  
  Who We Are
  
  Rocket Companies® is a Detroit-based company made up of businesses that provide simple, fast and trusted digital solutions for complex transactions. The name comes from our flagship business, now known as Rocket Mortgage®, which was founded in 1985. Today, we're a publicly traded company involved in many different industries, including mortgages, fintech, real estate and more. We're insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard. We're passionate about the work we do, and it shows. We've been ranked #1 for Fortune's Best Large Workplaces in Financial Services and Insurance List in 2022, named #5 on People Magazine's Companies That Care List in 2022 and recognized as #7 on Fortune's list of the 100 Best Companies to Work For in 2022.
  
  Disclaimer
  
  This is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks and responsibilities can be changed, added to, removed, amended, deleted and modified at any time by the leadership group.
  
  We are proud equal opportunity employers and committed to providing an inclusive environment based on mutual respect for all candidates and team members. Employment decisions, including hiring decisions, are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. We also provide reasonable accommodation to qualified individuals with disabilities in accordance with state and federal law.
  
  Colorado, New York City, California, and Washington Candidates Only. The salary range for this position is one hundred thirteen thousand dollars to two hundred thirty-six thousand five hundred dollars The position may also be eligible for an annual bonus and other employment-related benefits including, but not limited to, medical, dental, and vision benefits, 401K retirement plan, and paid-time off. More information regarding these benefits and others can be found here. The information regarding compensation and other benefits included in this paragraph is only an estimate and is subject to revision from time to time as the Company, in its sole and exclusive discretion, deems appropriate. The Company may determine during its review of the proposed compensation and benefits provided for this position, that the compensation and benefits for such position should be reduced. In no event will the Company reduce the compensation for the position to a level below the applicable jurisdictional minimum wage rate for the position.
  
  The Company is an Equal Employment Opportunity employer, and does not discriminate in any hiring or employment practices. The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with state and federal law. Applicants requiring reasonable accommodation in completing the application and/or participating in the employment application process should notify a representative of the Human Resources Team, The Pulse, at Careers@myrocketcareer.com.

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