At a Glance
- Tasks: Lead impactful research programmes that shape customer experience strategy and journey mapping.
- Company: A renowned household name committed to customer insight and transformation.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Join a dynamic team where your work truly matters and builds your reputation.
- Why this job: Influence decisions that impact millions and enjoy autonomy in your role.
- Qualifications: Proven experience in CX research and ability to turn data into actionable insights.
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 (CX) in London employer: Xpand Group
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 leaders and shaping decisions that affect millions. The organisation fosters a collaborative atmosphere where your contributions are valued, and you can thrive in a role that offers genuine autonomy and the chance to make a meaningful difference.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Researcher (CX) in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working in customer experience roles. Use LinkedIn to connect and engage with them; you never know who might have the inside scoop on job openings.
✨Tip Number 2
Prepare for interviews by practising your storytelling skills. You’ll want to share how your research has led to real change in previous roles. Make sure to highlight specific examples that showcase your ability to influence strategy and drive results.
✨Tip Number 3
Don’t just apply for jobs; tailor your approach! Research the company’s current CX initiatives and think about how your skills can directly contribute. When you apply through our website, make sure to mention how you can help them achieve their goals.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way. Use this opportunity to reiterate your enthusiasm for the role and briefly mention how your insights can help shape their CX strategy.
We think you need these skills to ace Senior Customer Experience Researcher (CX) in London
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 Clear and Concise:When writing your application, keep it straightforward. Use clear language to describe your past experiences and how they relate to the role. We appreciate a well-structured application that gets straight to the point!
Tailor Your Application:Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific skills and experiences mentioned in the job description. Show us why you’re the perfect fit for this Senior Customer Experience Researcher role.
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 don’t miss out on any important updates during the process!
How to prepare for a job interview at Xpand Group
✨Know Your CX Metrics
Make sure you’re well-versed in key customer experience metrics like NPS, CSAT, and CES. Be ready to discuss how you've applied these metrics in past roles and how they can drive strategic decisions.
✨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 findings have influenced CX strategy and led to measurable change.
✨Demonstrate Strategic Thinking
Think about how you can turn complex data into actionable insights. Be prepared to share specific instances where your research has shaped customer journey mapping or identified high-impact opportunities.
✨Engage with Stakeholders
Highlight your experience working with senior stakeholders and cross-functional teams. Discuss how you’ve coached junior researchers and championed customer-centred thinking to show your leadership capabilities.
