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 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.
- 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 Portsmouth 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 stakeholders and shaping decisions that affect millions. The organisation fosters a collaborative atmosphere where your contributions are valued, and you can thrive in a role that not only challenges you but also allows you to make a meaningful difference.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Researcher in Portsmouth
✨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 how they influenced strategy. This will give potential employers a taste of what you can bring to the table.
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to CX research. Be ready to discuss how you've turned complex data into actionable insights that drive change.
✨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!
We think you need these skills to ace Senior Customer Experience Researcher in Portsmouth
Some tips for your application 🫡
Showcase Your Research Skills:Make sure to highlight your experience with various 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 Specific About Your Impact:When detailing your past roles, focus on the measurable outcomes of your research. We love numbers, so if you can quantify how your work improved customer experience or drove change, do it!
Tailor Your Application:Don’t just send a generic CV and cover letter. We’re looking for candidates who understand our mission and values, so make sure to tailor your application to reflect how your skills align with what we do.
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 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 you can articulate your strategic approach to research. Be prepared to discuss how you’ve turned complex data into clear insights 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-centred thinking is embedded across the organisation.
