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, autonomy in your role, and the chance to influence millions.
- Other info: Opportunity for career growth and to build a strong reputation in a high-profile function.
- Why this job: Make a real difference by shaping decisions that impact a vast customer base.
- 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 in Warrington employer: Salt
Our client is an exceptional employer, offering a dynamic work culture that prioritises customer insight and strategic influence. With a commitment to employee growth, you will have the opportunity to lead impactful research programmes in a hybrid working environment in London, collaborating with senior stakeholders and shaping decisions that affect millions. The organisation fosters a collaborative atmosphere where your contributions are valued, and your career can flourish alongside a household name in the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Researcher in Warrington
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. The more you engage with others, the better your chances of landing that Senior Customer Experience Researcher role.
✨Tip Number 2
Showcase your skills! Create a portfolio that highlights your best research projects and the impact they had. This will help you stand out and demonstrate your ability to turn complex data into actionable insights.
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to CX research. Think about how you've influenced strategy in the past and be ready to share those stories with confidence.
✨Tip Number 4
Apply through our website! We love seeing candidates who are genuinely interested in joining us. Tailor your application to show how your experience aligns with the role and the company's mission.
We think you need these skills to ace Senior Customer Experience Researcher in Warrington
Some tips for your application 🫡
Show Your Passion for Customer Experience:When writing your application, let your enthusiasm for customer experience shine through. We want to see how you’ve used insights to drive change in previous roles, so share specific examples that highlight your passion and expertise.
Tailor Your Application:Make sure to customise your CV and cover letter for this role. We’re looking for someone who understands the nuances of CX research, so align your skills and experiences with the job description to show us you’re the perfect fit.
Be Clear and Concise:In your written application, clarity is key. We appreciate well-structured responses that get straight to the point. Use bullet points where necessary and avoid jargon unless it’s relevant to the role – we want to understand your thought process easily!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Salt
✨Know Your Metrics
Make sure you’re well-versed in 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 explain 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. Discuss how you’ve collaborated with CX Strategy leads and Service Designers to ensure that customer insights are integrated into the design process.
