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 coach junior researchers.
- Why this job: Influence decisions that impact millions and drive meaningful change.
- Qualifications: Senior researcher with expertise in CX metrics and data analysis.
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
- You'll lead on how the organisation uses customer insight to map journeys, surface risks, and identify high-impact opportunities.
- You'll help set the bar for how research informs strategy and design across the business.
- 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.
- You'll also have:
- 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 Chester 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 leaders and shaping decisions that affect millions. The organisation fosters a supportive atmosphere where your contributions are valued, and your career can flourish.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Researcher (CX) in Chester
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to CX research. Think about how your past experiences align with the role and be ready to share specific examples that showcase your skills.
✨Tip Number 3
Showcase your work! Create a portfolio that highlights your best research projects and the impact they had. This will give potential employers a clear view of what you can bring to the table.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. 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 Chester
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 that align with what we’re looking for. Personalising your CV shows us you’re genuinely interested in the position!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re the perfect fit for this role. Share specific examples of how you've influenced strategy through customer insights, and don’t forget to mention your passion for customer-centred thinking.
Showcase Your Research Skills:In your application, be sure to highlight your experience leading end-to-end research programmes. We want to see how you’ve turned complex data into actionable insights that have driven change. This is your moment to show off your skills!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it’s super easy to do!
How to prepare for a job interview at Salt
✨Know Your CX Metrics
Make sure you brush up on key customer experience metrics like NPS, CSAT, and CES. Be ready to discuss how you've applied these in your previous roles and how they can influence strategy. This shows you understand the importance of data in shaping customer journeys.
✨Showcase Your Research Skills
Prepare to talk about your experience with various research methods such as depth interviews, surveys, and focus groups. Have specific examples ready that demonstrate how your insights have led to tangible changes in customer experience or strategy.
✨Demonstrate Strategic Thinking
Think about how your research has influenced decision-making at a senior level. Be prepared to share instances where your findings have shaped CX strategies or identified high-impact opportunities. This will highlight your ability to think strategically and operate effectively in complex environments.
✨Engage with Stakeholders
Since this role involves working closely with CX Strategy leads and senior stakeholders, practice articulating your ideas clearly and confidently. Show that you can communicate complex insights in a way that resonates with different functions, from UX to Operations.
