Senior Customer Experience Researcher (CX)

Senior Customer Experience Researcher | Hybrid working | London | 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
You’ll lead on how the organisation uses customer insight to map journeys, surface risks, and identify high-impact opportunities. You’ll help set the bar for how research informs strategy and design across the business.
Day to day, you will: 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 *Rates depend on experience and client requirements