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 impact 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 (CX) 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 ample opportunities for professional growth. The company is committed to making a meaningful impact, ensuring that your research directly influences strategy and enhances the customer journey for millions.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Researcher (CX)
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at companies you're interested in. Use LinkedIn to connect and engage with them; you never know who might help you land that interview.
✨Tip Number 2
Prepare for interviews by practising your storytelling skills. You want to showcase how your past experiences align with the role of a Senior Customer Experience Researcher. Make sure to highlight your ability to turn complex data into actionable insights!
✨Tip Number 3
Don’t just wait for job postings; be proactive! Research companies you admire and reach out directly. Express your interest in their work and how you can contribute to their CX strategy. We love seeing candidates take the initiative!
✨Tip Number 4
Follow up after interviews! A simple thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in the interviewer's mind. Plus, it’s a great chance to reiterate why you’re the perfect fit for the team.
We think you need these skills to ace Senior Customer Experience Researcher (CX)
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 any important updates about the process. We can’t wait to hear from you!
How to prepare for a job interview at Salt
✨Know Your CX Metrics
Make sure you’re well-versed in key customer experience metrics like NPS, CSAT, and CES. Be ready to discuss how you've applied these metrics in past 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 previous 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, brush up on Agile principles and be prepared to discuss how you’ve successfully navigated such settings in your past work. This shows you can adapt and thrive in their dynamic culture.
✨Engage with Stakeholders
Think about how you can demonstrate your ability to influence senior stakeholders. Prepare to share experiences where you’ve effectively communicated complex insights to non-research audiences, making your findings accessible and actionable.
