Senior Customer Experience Researcher in Portsmouth

This is a genuinely rare opportunity, a newly created role, built from scratch to fill a critical capability gap at one of the UK's largest banks. There's no mould to step into, no predecessor to follow. You'll be defining what enterprise-wide CX research looks like here, and your work will feed directly into strategy at the highest levels of the business. You'll sit within a forward-thinking Design team that has recently absorbed the wider CX function, giving you a unique vantage point across both experience design and enterprise CX strategy.

Working closely with the Head of CX Strategy and senior stakeholders up to Managing Director level, you'll help the organisation understand what's really driving customer experience and what to do about it.

• Leading and owning enterprise-wide CX measurement frameworks, defining the tier-one attitudinal metrics (NPS, CSAT, CES, VoC) that matter most across the business.
• Applying driver analysis to understand how operational improvements translate into attitudinal customer outcomes.
• Partnering with the CX Strategy team and Service Designers to bring a quantitative lens to journey mapping, identifying value levers and prioritising high-impact opportunities.
• Managing and synthesising insight from multiple data sources, cutting through the noise to identify what's tier-one, what's useful and what can wait.
• Communicating complex CX insight clearly and compellingly to audiences ranging from junior designers to MDs and C-suite leaders.
• Running primary research (depth interviews, surveys, focus groups, ad hoc studies) where needed to fill gaps or answer specific questions.
• Building CX dashboards and processes that propagate insight across the business and drive up CX maturity over time.

• This is a CX research role, not a UX research role, and that distinction matters. We're looking for someone whose experience is rooted in enterprise-wide customer experience measurement, not individual journey or usability testing.
• Strong experience in CX measurement frameworks, NPS, CSAT, CES, VoC, at an enterprise or organisation-wide level, not just within individual journeys.
• Knowledge of driver analysis and the ability to understand how operational metrics influence attitudinal customer outcomes.
• A track record of influencing senior stakeholders, not just presenting to them, but changing how they think about customer experience.
• Pragmatism: the ability to build something that works in the real world, not just the ideal one.
• Experience in financial services, banking or a similarly complex regulated sector (preferred, not essential).
• Hands-on research skills, depth interviews, surveys, focus groups, that you can deploy when needed alongside the strategic overview.
• Communication skills that make complex insight accessible at every level of an organisation.

• A newly created role with a blank canvas, real opportunity to shape a function, not inherit one.
• Enterprise-wide mandate with direct line to CX Strategy at one of the UK's most significant banks.
• Visible at the most senior levels of the business from day one.
• Remote-first culture, two days a month in office, expensed. UK-wide location considered.
• Collaborative, straight-talking design team that values rigour, clarity and genuine customer-centricity.
• Competitive salary (£60,000 to £75,000 depending on location) plus strong benefits package.

If this sounds like the kind of role where you'd do your best work, we'd love to hear from you.