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.
You’ll also have:
- 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 Stoke-on-Trent 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 strategic influence and offers significant opportunities for professional growth. The role provides autonomy in leading impactful research programmes, ensuring your contributions directly shape the experiences of millions of customers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Researcher in Stoke-on-Trent
✨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 expertise! Create a portfolio that highlights your best research projects and insights. This will not only demonstrate your skills but also give you something tangible to discuss during interviews.
✨Tip Number 3
Prepare for those interviews! Research the company’s CX strategies and be ready to discuss how your experience aligns with their goals. We want to see you confidently articulate how you can influence their decision-making process.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Senior Customer Experience Researcher in Stoke-on-Trent
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 Evidence-Based:When discussing your past projects, focus on the evidence-based recommendations you've made. We love seeing how your findings have driven measurable change, so include specific metrics or outcomes where possible.
Tailor Your Application:Don’t just send a generic CV and cover letter. Tailor your application to reflect the skills and experiences mentioned in the job description. We appreciate when candidates take the time to connect their background to our needs.
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’re considered for this exciting opportunity to shape customer experience at scale.
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 used 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 research has led to actionable insights that shaped customer journeys.
✨Demonstrate Strategic Thinking
Think about how your research can impact the bigger picture. Be prepared to discuss how you’ve turned complex data into strategic recommendations 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.
