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 high-profile team where your insights will be valued and recognised.
- Why this job: Make a real difference by influencing decisions that affect millions of customers.
- Qualifications: Proven experience in CX research and strategic thinking in Agile environments.
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 London employer: Salt
As a Senior Customer Experience Researcher at our client, you will join a renowned organisation that prioritises customer insight and innovation, directly influencing strategy and driving meaningful change. With a hybrid working model in London, you'll enjoy a collaborative work culture that fosters professional growth, offering opportunities to coach junior researchers and engage with senior stakeholders. The scale of the company ensures that your contributions will have a significant impact on millions of customers, making this an exciting and rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Researcher in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. The more you engage with others, the better your chances of landing that Senior Customer Experience Researcher role.
✨Tip Number 2
Showcase your skills! Create a portfolio that highlights your best research projects and the impact they had. This will help you stand out and demonstrate your ability to turn complex data into actionable insights.
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to CX research. Think about how you can articulate your experience in leading research programmes and influencing strategy effectively.
✨Tip Number 4
Don’t forget to apply through our website! We’re always looking for talented individuals who can drive change and influence decisions. Your next big opportunity could be just a click away!
We think you need these skills to ace Senior Customer Experience Researcher in London
Some tips for your application 🫡
Show Your Passion for CX:When you're writing your application, let your enthusiasm for customer experience shine through. We want to see how much you care about using insights to drive real change and improve customer journeys.
Be Specific About Your Experience:Make sure to highlight your previous research projects and the impact they had. We love seeing concrete examples of how you've used data to influence strategy and shape services in your past roles.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the skills and experiences mentioned in the job description. We appreciate when candidates take the extra step to connect their background with our needs.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it shows you’re keen on joining 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 led to measurable change, especially in complex environments.
✨Engage with Stakeholders
Highlight your experience working with senior stakeholders and cross-functional teams. Discuss how you’ve influenced decision-making processes and fostered a customer-centred approach across different functions.
