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 drive meaningful change.
- 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 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 your expertise and encourages professional growth through mentorship and strategic influence. This role offers the unique opportunity to directly impact millions of customers while working alongside industry leaders in a dynamic and complex environment.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Researcher
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working in customer experience roles. Use platforms like LinkedIn to connect and engage with them; you never know who might have the inside scoop on job openings.
✨Tip Number 2
Prepare for interviews by practising your storytelling skills. You’ll want to share how your past experiences have shaped your approach to customer insights. Make sure to highlight specific examples where your research led to impactful changes.
✨Tip Number 3
Showcase your expertise! Create a portfolio that highlights your best research projects and the results they achieved. This will not only demonstrate your skills but also give potential employers a taste of what you can bring to their team.
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for talented individuals who can make a difference. Plus, applying directly shows your enthusiasm and commitment to joining our team.
We think you need these skills to ace Senior Customer Experience Researcher
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 Evidence-Based:When discussing your past work, focus on clear, evidence-based recommendations you've made. We love seeing how your findings have driven measurable change, so include specific examples that demonstrate your impact.
Tailor Your Application:Don’t just send a generic CV and cover letter. We’re looking for candidates who understand our mission and can articulate how their skills align with the role. Take the time to tailor your application to show us why you’re the perfect fit.
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 your research has impacted business decisions in the past. Be prepared to share specific instances where your insights have 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.
