• Data Science Researcher, CX Index

    Job Locations US-MA-Cambridge
    Advisory - Data
  • Overview

    Fuel your intellectual curiosity and professional growth. Forrester is an idea company, where smart, motivated, curious people bring a diversity of opinions and the courage of their convictions to collaborate on ideas that change the course of business. Most of all, bring a point of view; here, every voice has value. At Forrester, you will work with innovative clients at emerging and established brands; these are the business and technology leaders we inspire and who inspire us.

    About This Role:

    The Customer Experience Index (CX Index™) product team supports our clients with the most complete and powerful proprietary CX tool in the market today. The CX Index evaluates more than 600 brands across 16 industries in North America, Europe, and Asia. It gives our clients a deep and actionable understanding of the quality of their customer experience, competitive benchmark data so that our clients know how they stack up against their peers, and the ability to model which improvements will have the biggest impact on our clients’ revenue.


    The Data Science Researcher is a critical member of the CX Index product team. Using survey-based transactional, operational, and behavioral data, you will perform data analytics to drive insights and client decision making. You will also be a key member of the team driving Forrester’s CX analytics forward, bringing together multiple data sources to create a cohesive story based on clear and persuasive analysis. Forrester is looking for a candidate who has experience translating data into actionable insights and linking it to the client’s business initiatives. The candidate should have some background in measuring and analyzing consumer or business behaviors, combined with writing and presentation skills.


    • Support and advance the analytics work of the CX Index product team using statistical techniques such as linear and logistic regression modeling, correlation, factor and cluster analysis, time series analysis, etc.
    • Work to understand clients’ customer experience needs and develop the appropriate set of analyses and data insights to address them.
    • Explain basic and more advanced analytic techniques to clients and internal colleagues in a clear, persuasive way to drive decision making.
    • Partner with our CX Index analysts and research analysts to develop a data-driven story, examining how our clients are doing and how they can improve their customer experience.
    • Explore new and third-party sources of data and develop analytic methodologies to enhance Forrester’s data offering and to empower the client’s business decisions.
    • Produce deliverables such as PowerPoint presentations and Forrester reports.


    • A strong record of academic achievement: BA or BS minimum; MBA or MS is preferred. Areas of study should be in one of the following areas: statistics or mathematics, economics, psychology, sociology, business, or marketing analytics.
    • A solid background in understanding consumer behaviors, either through related studies like psychology, sociology, or anthropology or through work experience.
    • One to three years of analytics experience, preferably in customer experience/insights/intelligence, social science, or data science.
    • Experience in using statistical packages such as R, Python, or SPSS, but experience in R is preferred.
    • Experience with either algorithm/methodology creation or programming/development is a plus.
    • Experience working with survey data is a plus.
    • Demonstrated knowledge and experience with statistical analysis, especially regression modeling and factor and cluster analysis.
    • Demonstrated ability to articulate advanced analytic results to a nonquantitative business audience.
    • The ability to combine data, analysis, ideas, and recommendations into compelling deliverables that help clients be more successful.
    • The ability to work with a team under tight deadlines and to handle multiple tasks.
    • The ability to work independently with minimal supervision and as part of a global research team.
    • Someone who is driven to learn new things and enthusiastic to keep up to date on the latest analytical techniques and advances in customer experience research and measurement.
    • Sharp attention to detail and high personal standards for quality and thoroughness.
    • Superior listening, critical thinking, and writing skills, as well as memorable presentation skills.

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    FLSA Status:



    Forrester Research, Inc. is an Equal Opportunity/Affirmative Action Employer that is committed to equal employment opportunity for all qualified individuals without regard to race, color, religion, national origin, ancestry, sex, age, disability, sexual orientation, gender identity and expression, marital status, genetic information, military service, veteran status, or any other status protected by applicable law. Minorities, Women, Individuals with Disabilities, and Veterans are especially encouraged to apply.



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