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: Join a dynamic team where your insights drive real change.
- Why this job: Influence decisions that impact millions and enhance your 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 (CX) in Oxford employer: Salt
As a Senior Customer Experience Researcher at our esteemed organisation, you will thrive in a dynamic and collaborative work culture that prioritises insight-driven decision-making. With a commitment to employee growth, we offer opportunities for professional development and the chance to influence strategy at the highest levels, all while working in the vibrant city of London. Join us to make a meaningful impact on millions of customers and enjoy the benefits of hybrid working in a role that truly values your expertise.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Researcher (CX) in Oxford
✨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 your storytelling skills. Be ready to share how your past experiences align with the role of Senior Customer Experience Researcher. Use specific examples that showcase your ability to turn complex data into actionable insights.
✨Tip Number 3
Showcase your passion for customer experience! During interviews, discuss how you've used customer insights to drive change in previous roles. This will demonstrate your commitment to putting insight at the heart of your work.
✨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, it shows you’re genuinely interested in joining our team and making an impact.
We think you need these skills to ace Senior Customer Experience Researcher (CX) in Oxford
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 your findings have shaped strategy and influenced decision-making at senior levels. We want to see your impact!
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 brush up on key customer experience metrics like NPS, CSAT, and CES. Be ready to discuss how you've applied these in past roles and how they can influence strategy. This shows you're not just familiar with the terms but can actually use them to drive change.
✨Showcase Your Research Skills
Prepare to talk about your experience leading end-to-end research programmes. Have specific examples ready that highlight how your findings have shaped CX strategies or improved customer journeys. This will demonstrate your ability to turn complex data into actionable insights.
✨Emphasise Collaboration
This role involves working closely with various teams, so be prepared to discuss how you've successfully collaborated with stakeholders in the past. Share examples of how you've influenced decisions at senior levels and how you coach others in customer-centred thinking.
✨Be Ready for Scenario Questions
Expect questions that ask how you would handle specific CX challenges or scenarios. Think through potential customer pain points and how you would approach mapping them using diverse data sources. This will show your strategic thinking and problem-solving skills.
