At a Glance
- Tasks: Lead impactful research programmes that shape customer experience strategy and journey mapping.
- Company: A renowned brand committed to customer insight and transformation.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with autonomy and the chance to build a strong reputation.
- Why this job: Make a real difference by influencing decisions that impact millions of customers.
- Qualifications: Senior researcher with expertise in CX metrics and data-driven insights.
Our client is a household name operating at serious scale, with a customer base in the millions and a growing commitment to putting insight at the heart of how they work. This isn't a team where research gets filed away; it directly influences strategy, shapes services, and drives measurable change. This is a senior role with genuine scope. You'll partner with CX and Experience Design leaders, working across a large and complex organisation where your findings will reach the rooms where decisions get made.
What you'll be doing
- Lead end-to-end research programmes that directly shape CX strategy and customer journey mapping
- Deliver clear, evidence-based recommendations using primary and secondary research
- Synthesise insight into frameworks, principles and narratives that define what great looks like
- Produce high-impact CX performance reporting that drives transformation at senior level
- Work closely with CX Strategy leads, Service Designers, and senior stakeholders
- Coach junior researchers and champion customer-centred thinking across functions
What we're looking for
- You're a senior researcher who turns complex, multi-source data into insight that actually moves things.
- You think strategically, thrive in Agile environments, and are comfortable influencing at senior levels.
- Proven ability to define and apply CX metrics including NPS, CSAT, CES and Voice of Customer
- Advanced skills in data collection and measurement across digital and non-digital touchpoints
- Experience mapping customer pain points using diverse data sources to drive customer and business impact
- A track record of building tools and processes that embed consistent, high-quality insight across an organisation
- Experience independently leading research programmes, including management of external agencies
- Advanced knowledge of CX research methods: depth interviews, surveys, focus groups, intercept studies, and always-on research
- Confidence operating across UX, Service Design, Product, Operations, and Technology functions
Why this role
- Strategic influence: your research shapes decisions that affect millions of customers
- Scale and complexity that makes the work genuinely interesting
- End-to-end ownership of programmes with real autonomy
- A high-profile function where strong researchers build strong reputations
Senior Customer Experience Researcher (CX) in Basingstoke employer: Salt
As a Senior Customer Experience Researcher at our client, you will be part of a renowned organisation that prioritises customer insight and innovation. With a hybrid working model in London, you'll enjoy a collaborative work culture that values strategic influence and offers significant opportunities for professional growth. The company is committed to empowering its employees, providing them with the autonomy to lead impactful research programmes that directly shape customer experiences for millions.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Researcher (CX) in Basingstoke
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Salt. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Salt before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Experience Researcher (CX) in Basingstoke
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Salt:Your cover letter is your chance to shine! Tell us why you want to work at Salt specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Salt!
How to prepare for a job interview at Salt
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
