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) in Sheffield employer: Salt
As a Senior Customer Experience Researcher at our client, you will be part of 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 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 environment that fosters creativity and transformation.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Researcher (CX) in Sheffield
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at companies you're interested in. A friendly chat can lead to insider info and even referrals that could land you an interview.
✨Tip Number 2
Showcase your expertise! Create a portfolio or a presentation that highlights your best research projects and insights. When you get the chance to meet with potential employers, this will help you stand out and demonstrate your value.
✨Tip Number 3
Prepare for interviews by understanding the company’s CX strategy and recent initiatives. Tailor your responses to show how your experience aligns with their goals. This shows you're not just another candidate; you're genuinely interested in making an impact.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities that might be perfect for you. Plus, applying directly can sometimes give you a better shot at getting noticed by hiring managers.
We think you need these skills to ace Senior Customer Experience Researcher (CX) in Sheffield
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 that align with what we're looking for. We want to see how your skills can directly influence strategy and design.
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 previous roles. Be specific about your achievements and how they relate to the responsibilities outlined in the job description.
Showcase Your Research Impact:In your application, don’t just list your research methods; show us the impact of your work. Share examples of how your findings have shaped strategies or improved customer journeys. We love seeing evidence-based recommendations that have made a real difference!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates. Plus, it shows us you're keen on joining our team at StudySmarter!
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 strategy in the new position.
✨Showcase Your Research Impact
Prepare examples of how your research has directly influenced decision-making in past roles. Highlight specific projects where your insights led to measurable changes in customer experience or business outcomes.
✨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 can demonstrate your ability to influence senior stakeholders. Prepare to discuss strategies you've used to communicate complex insights clearly and effectively, ensuring they resonate with decision-makers.
