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