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: Join a dynamic team where your work truly matters and builds your 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.
The predicted salary is between 60000 - 80000 € per year.
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 Bedford employer: Salt
Our client is an exceptional employer, offering a dynamic work culture that prioritises customer insight and strategic influence. With a commitment to employee growth, you will have the opportunity to lead impactful research programmes in a hybrid working environment in London, collaborating with senior stakeholders and shaping decisions that affect millions. The organisation fosters a collaborative atmosphere where your contributions are valued, and your career can flourish alongside a household name in the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Researcher (CX) in Bedford
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. The more you engage, the better your chances of landing that Senior Customer Experience Researcher role.
✨Tip Number 2
Showcase your expertise! Create a portfolio that highlights your best research projects and the impact they had on customer experience. This will help you stand out when you're chatting with hiring managers.
✨Tip Number 3
Prepare for interviews by brushing up on your CX metrics knowledge and be ready to discuss how you've used them in past roles. We want to see how you can turn data into actionable insights that drive change!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Senior Customer Experience Researcher (CX) in Bedford
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Senior Customer Experience Researcher. Highlight your experience with CX metrics and research methods, and don’t forget to showcase any strategic influence you've had in previous roles.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer experience and how your insights have driven change in past positions. Be specific about your achievements and how they relate to the job.
Showcase Your Research Skills:In your application, emphasise your ability to lead end-to-end research programmes. Share examples of how you've turned complex data into actionable insights that shaped strategy and improved customer journeys.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Salt
✨Know Your CX Metrics
Make sure you’re well-versed in key customer experience metrics like NPS, CSAT, and CES. Be ready to discuss how you've applied these metrics in past roles and how they can drive strategic decisions.
✨Showcase Your Research Impact
Prepare examples of how your research has directly influenced strategy or design in previous positions. Highlight specific projects where your insights led to measurable change, as this will resonate with the interviewers.
✨Demonstrate Your Strategic Thinking
Think about how you can articulate your approach to turning complex data into actionable insights. Be prepared to discuss your methodology for mapping customer journeys and identifying pain points.
✨Engage with Stakeholders
Since this role involves working closely with senior stakeholders, practice how you would communicate your findings effectively. Show that you can influence decision-making by presenting your insights in a clear and compelling way.
