Location: London – Hybrid working. Company: JR UK (Client: Salt)
Senior Customer Experience Researcher | Hybrid working | London |
Our client is a household name operating at a serious scale, with a customer base in the millions and a growing commitment to placing insight at the heart of how they work. In this senior role you will partner with Customer Experience (CX) and Experience Design leaders across a large, complex organisation, ensuring your findings reach the rooms where key decisions are 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 to drive transformation at senior levels.
* 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 make the work genuinely interesting.
* End‑to‑end ownership of programmes with real autonomy.
* A high‑profile function where strong researchers build strong reputations.
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