Senior Customer Experience Research Analyst

Continental Properties is looking for a Senior Customer Experience Research Analyst to join our Customer Experience (CX) team and drive innovation at the intersection of research and service design. As a NMHC Top 10 Developer, over 30,000 people call one of our communities 'home'. Our mission goes beyond buildings-we're here to create communities that enhance the lives of our residents.

This role offers flexibility! We support a hybrid work model if located in the Milwaukee area, and we're also open to remote candidates. #LI-Hybrid

What You'll Do:Help Shape the Future of Home

Reporting to the Director of Customer Insights & Experience, you'll play a critical role in shaping resident experiences across the communities we build and operate. Whether it's designing services that engage our current residents or reimagining the design of future communities, you'll lead research and service design efforts that drive decisions across design, marketing, operations, and development.

Essential Responsibilities:

• Lead high-impact research: Design and execute both qualitative and quantitative studies to guide experience design, product development, and brand strategy.
• Be the customer's voice: Advocate for our residents by uncovering what they need, feel, and value-and share those insights through personas, journey maps, and service blueprints.
• Manage our research panel: Oversee and energize our proprietary customer panel, ensuring it remains an active, reliable source for ongoing insights.
• Deliver insight-driven strategy: Translate findings into clear, actionable recommendations that support both near-term wins and long-term business growth.
• Facilitate workshops & co-creation: Lead collaborative sessions with internal teams and residents to uncover needs and ideate solutions.
  
  

Skills for Success:

• Education: Bachelor's degree required (fields like psychology, anthropology, human factors, sociology, behavioral economics, statistics, or business are a strong fit).
• Experience: 5-8 years in a customer research, user experience, service design, or insights-based role.
• Deep experience in qualitative research design and facilitation (e.g., interviews, focus groups).
• Skilled in service design tools and methodologies (e.g., journey mapping, service blueprinting).
• Knowledge of survey design and quantitative research methodologies.
• Experience managing customer panels is a big plus.
  
  

Why You'll Love Life at Continental:

Our award-winning culture fosters innovation and empowers our team members to lead. Here are some of the reasons that our team members continue to vote for us as a Top Workplace:

• Career Growth: You'll have the tools, training, and opportunities for a meaningful career with long-term growth potential. We invest in your learning & development with paid professional memberships, certifications, and tuition reimbursement.
  
  
• Mental Health & Wellness: Your well-being matters. We provide comprehensive mental health support including but not limited to 8-free counseling sessions per year and access to additional wellness resources.
  
  
• Balance: We recognize that balance varies for everyone, and we support our team members with that in mind. Recharge with generous vacation time, 9-paid holidays, and half-days on Fridays during designated months.
  
  
• Community & Connection: Build relationships through informal gatherings, lunches, community and company events, volunteer opportunities, and a vibrant social culture. Learn more about recent Continental events here!
  
  
• Culture of Belonging: The Continental IDEA (Inclusion, Diversity, Equity, & Allies) is our commitment to evolving our culture where team members feel a sense of belongingness each day. Our You Belong Here Initiative and Business Resource Groups focus on fostering an inclusive and equitable work environment for all.
  
  
• Performance Incentives: Participate in our Building Above and Beyond (BAAB) incentive program that rewards team members annually based on company goals and achievements.
  
  
• Industry-Leading Benefits: Enjoy a comprehensive benefits package, including Medical, Dental, and Vision Plans, flexible spending accounts, 401(k) with company match, and company-paid life and disability insurance.
• Family Support: Support your growing family with 6-weeks paid parental leave and with family-forming & fertility resources (up to 12-weeks leave for birth mothers).
  
  

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

We comply with the Americans with Disabilities Act (ADA), and all applicable state and local fair employment practices laws, and are committed to providing equal employment opportunities to qualified individuals with disabilities.

For the benefit of our residents, the communities we serve, and our co-workers, all applicants are required to pass a post-offer criminal background check prior to joining the Continental team.

We are committed to fair and equitable compensation practices. The posted salary range represents our good faith estimate of the base salary for this role at the time of posting. Final compensation is based on a variety of factors, including a candidate's experience, skills, qualifications, and internal equity. This range does not include bonus potential or other forms of compensation and benefits.