At a Glance
- Tasks: Lead impactful research programmes that shape customer experience strategy and journey mapping.
- Company: A renowned brand with a commitment to customer insight and innovation.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Join a dynamic team where your work truly makes a difference.
- Why this job: Influence decisions that affect millions and enjoy autonomy in your role.
- Qualifications: Proven experience in CX research and ability to turn data into actionable 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.
- 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 in City of London 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 culture of innovation and excellence, ensuring that your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Researcher in City of London
✨Tip Number 1
Network like a pro! Reach out to people in the industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Showcase your expertise! Create a portfolio or a blog where you share insights from your research. This not only highlights your skills but also shows your passion for customer experience.
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to CX research. We recommend using the STAR method to structure your answers and demonstrate your impact.
✨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!
We think you need these skills to ace Senior Customer Experience Researcher in City of London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Customer Experience Researcher role. Highlight your experience with CX metrics and research methods that align with what we’re looking for. This shows us you understand the role and are genuinely interested!
Showcase Your Impact:When detailing your past experiences, focus on how your research has driven change and influenced strategy. We want to see evidence of your ability to turn complex data into actionable insights that have made a real difference.
Be Clear and Concise:Keep your application straightforward and to the point. Use bullet points where possible to make it easy for us to read. Remember, clarity is key when presenting your findings and recommendations!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our team!
How to prepare for a job interview at Salt
✨Know Your Metrics
Make sure you’re well-versed in key CX metrics like NPS, CSAT, and CES. Be ready to discuss how you've applied these metrics in past roles to drive customer insights and influence strategy.
✨Showcase Your Research Skills
Prepare to talk about your experience with various research methods such as depth interviews and focus groups. Bring examples of how your findings have led to actionable recommendations that shaped customer journeys.
✨Demonstrate Strategic Thinking
Think about how your research has impacted business decisions in the past. Be prepared to share specific instances where your insights have led to measurable change within an organisation.
✨Engage with Stakeholders
Highlight your experience working with senior stakeholders and cross-functional teams. Discuss how you’ve effectively communicated complex insights to non-researchers and influenced decision-making at a high level.
