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 your role, and the chance to influence millions.
- Other info: Opportunity to coach junior researchers and collaborate across diverse teams.
- Why this job: Make a real difference by shaping decisions that impact a vast customer base.
- Qualifications: Senior researcher with expertise in CX metrics and data-driven 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.
- 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 Plymouth 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 enjoy a collaborative work culture that values your expertise and offers significant opportunities for professional growth. The role provides the unique advantage of influencing strategy at the highest levels, ensuring your contributions have a meaningful impact on millions of customers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Researcher (CX) in Plymouth
✨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 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 CX research questions and scenarios. Think about how you can articulate your experience with metrics like NPS and CSAT, and be ready to discuss how you've influenced strategy in previous roles.
✨Tip Number 4
Apply through our website! We make it easy for you to find roles that match your skills and interests. Plus, it shows you're genuinely interested in joining our team and contributing to our mission of putting insight at the heart of what we do.
We think you need these skills to ace Senior Customer Experience Researcher (CX) in Plymouth
Some tips for your application 🫡
Showcase Your Research Skills:Make sure to highlight your experience with various CX research methods in your application. We want to see how you've turned complex data into actionable insights that have influenced strategy and design.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language to describe your past experiences and how they relate to the role. We appreciate a well-structured application that gets straight to the point!
Tailor Your Application:Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific skills and experiences mentioned in the job description. Show us why you’re the perfect fit for this Senior Customer Experience Researcher role.
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 don’t miss out on any important updates during the process!
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 drive strategic decisions.
✨Showcase Your Research Impact
Prepare examples of how your research has directly influenced strategy or design in past positions. Highlight specific projects where your insights led to measurable change, as this will resonate with the interviewers.
✨Familiarise Yourself with Agile Methodologies
Since this role thrives in Agile environments, be prepared to discuss your experience working in such settings. Share how you've adapted your research processes to fit Agile frameworks and how that has benefited your projects.
✨Engage with Stakeholders
Think about how you've collaborated with senior stakeholders in the past. Be ready to share strategies for effectively communicating insights and recommendations, as well as how you’ve coached others in customer-centred thinking.
