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 dynamic 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 strong analytical skills.
The predicted salary is between 60000 - 75000 £ 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 (CX) in Swindon employer: Salt
As a Senior Customer Experience Researcher at our esteemed organisation, you will thrive in a dynamic and collaborative hybrid working environment in London, where your insights will directly influence strategy and drive meaningful change for millions of customers. We pride ourselves on fostering a culture of innovation and continuous learning, offering ample opportunities for professional growth and development, while championing customer-centred thinking across all functions. Join us to be part of a high-profile team that values your expertise and empowers you to make a significant impact.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Researcher (CX) in Swindon
✨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! Prepare a portfolio that highlights your best research projects and the impact they had on CX strategy. This will help you stand out when discussing your experience during interviews.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or mentors to refine your answers and boost your confidence. Focus on how your insights have driven change in previous roles.
✨Tip Number 4
Apply through our website! We’re always looking for talented individuals who can make a difference. Don’t hesitate to submit your application directly, as it shows your enthusiasm for joining our team.
We think you need these skills to ace Senior Customer Experience Researcher (CX) in Swindon
Some tips for your application 🫡
Showcase Your Experience:Make sure to highlight your previous experience in customer experience research. 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 clear and to the point. We appreciate straightforward communication, so avoid jargon and focus on what really matters—your skills and how they align with the role.
Tailor Your Application:Don’t just send a generic application! We love it when candidates tailor their applications to our specific job description. Highlight relevant projects and experiences that demonstrate your fit for this senior role.
Apply Through Our Website:We encourage you to apply through our website for the best chance of being noticed. It’s the easiest way for us to track your application and ensure it gets to the right people!
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 used these metrics in past roles to drive change and influence strategy.
✨Showcase Your Research Skills
Prepare to talk about your experience with various research methods, such as depth interviews and focus groups. Have specific examples ready that demonstrate how your insights have shaped customer journeys and influenced decision-making.
✨Demonstrate Strategic Thinking
Think about how your research has impacted business strategy in the past. Be prepared to share stories that highlight your ability to turn complex data into actionable insights that resonate with senior stakeholders.
✨Emphasise Collaboration
This role involves working closely with various teams, so be ready to discuss how you've successfully collaborated with CX Strategy leads, Service Designers, and other functions. Highlight any coaching or mentoring experiences you've had with junior researchers.
