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, autonomy in projects, and opportunities for professional growth.
- Other info: Dynamic environment with opportunities to coach junior researchers and collaborate across functions.
- Why this job: Influence decisions that affect millions and build a strong reputation in a high-profile role.
- Qualifications: Proven experience in CX research, data analysis, and strategic thinking.
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 Milton Keynes employer: Salt
As a Senior Customer Experience Researcher at our client, you will join a renowned organisation that prioritises customer insight and innovation. With a hybrid working model in London, you'll benefit from a collaborative work culture that values strategic influence and offers significant opportunities for professional growth. The role provides autonomy in leading impactful research programmes, ensuring your contributions directly shape the experiences of millions of customers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Researcher in Milton Keynes
✨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 practising common questions and scenarios related to CX research. Think about how you can demonstrate your strategic thinking and ability to influence decisions at senior levels.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities, and applying directly can give you an edge. Plus, it shows you’re genuinely interested in being part of our team.
We think you need these skills to ace Senior Customer Experience Researcher in Milton Keynes
Some tips for your application 🫡
Showcase Your Experience:When applying, make sure to highlight your experience in leading research programmes and how you've influenced CX strategy. We want to see how your insights have made a real impact, so don’t hold back!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language to describe your skills and experiences, especially around CX metrics and research methods. We appreciate clarity as it reflects your ability to communicate effectively.
Tailor Your Application:Make sure to tailor your application to the role. Reference specific aspects of the job description, like your experience with customer journey mapping or coaching junior researchers. This shows us you’ve done your homework and are genuinely interested.
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 get all the updates directly from us. Plus, it’s super easy!
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 used 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 research has led to actionable insights that shaped customer journeys.
✨Demonstrate Strategic Thinking
Think about how your research can impact the bigger picture. Be prepared to discuss how you’ve turned complex data into strategic recommendations that have influenced senior-level decisions.
✨Engage with Stakeholders
Highlight your experience working with cross-functional teams. Share examples of how you’ve collaborated with CX Strategy leads and Service Designers to ensure customer insights are integrated into design and strategy.
