Customer Research Specialist

Job Title: Customer Research Specialist

Location: [Insert location or remote/hybrid if applicable]

Salary: Competitive + Benefits

Contract Type: Permanent

Hours: Full-time

Are you passionate about putting the customer at the heart of business decisions? Do you love transforming data into meaningful stories that drive innovation and service improvements? We’re looking for a Customer Research Specialist to join a dynamic and growing Experience team within a forward-thinking professional organisation.

About the Role

As a Customer Research Specialist, you’ll play a pivotal role in ensuring customer insight shapes the direction of products, services, and experiences. You’ll use a wide range of research techniques – from surveys and interviews to behavioural analytics and focus groups – to explore what truly matters to our customers.

Working cross-functionally with insight, analytics, UX, and marketing teams, you’ll build a robust understanding of customer needs, satisfaction drivers, and engagement trends. Your insights will directly influence strategic decisions and day-to-day service delivery across the business.

What You'll Be Doing

• Lead and deliver end-to-end research projects to uncover insights about customer behaviours and needs
• Develop and maintain a deep understanding of key customer segments to support product and service development
• Collaborate with internal teams and external research partners to run and analyse surveys and feedback tools
• Present findings in engaging, impactful ways to stakeholders across the business, up to executive level
• Drive continuous improvement by identifying gaps in insight and leading new research initiatives
• Combine qualitative and quantitative data sources to build a holistic picture of the customer journey
• Upskill colleagues in using research tools and best practices to enhance research maturity across the organisation

What We're Looking For

• Strong experience in a research, insight, or user experience role, with a solid understanding of research methodologies
• Ability to lead and manage customer research projects from scoping to reporting
• Confident with tools such as Survey Monkey, Hotjar, Chattermill, and others
• Excellent storytelling skills – you know how to bring insight to life and influence through data
• Comfortable working with both qualitative and quantitative research
• Strong collaboration skills and experience building relationships with cross-functional teams and external suppliers
• Experience supporting business decision-making with evidence-based recommendations
• A natural curiosity and passion for delivering great customer experiences