Customer Experience Researcher & Strategist

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Customer Experience Researcher & Strategist

London
£57,000 – £62,000 + benefits

 

Our client

Over the past few years, we’ve scaled the global Customer Experience Team (a hybrid startup-consultancy) in one of the world’s most powerful brands. The team encompasses Product, Strategy, Design, Analytics and Implementation. They design and deliver experiences for customers – connecting the customer’s devices with the brand and world around them.

With over 150,000 employees spread across almost 200 countries, our client has innovation at their core and is proud to be building products and services that leave a positive and sustainable impact on society, the environment and in education.

They are an organisation that enrich lives with a cross-functional, international environment built upon transparency and empathy. With almost 40 nationalities in the UK HQ, they embrace diversity and encourage applications from mixed backgrounds, genders, nationalities, ages and lifestyles – seeking to learn from these different perspectives.

The role

The Customer Experience team focuses on delivering experiences that give customers more reasons to fall in love with the brand across multiple channels and touchpoints. This is achieved by evidence-based design, industry-leading portfolio, online-to-physical focus, and practice of positive change.

The Customer Experience Researcher & Strategist seeks to understand customer needs and expectations through research and insights – proposing actionable improvements by collaborating across global and regional functions.

What will this involve?

Manage the Customer Insights practice:

  • Oversee the backlog of research briefs with regards to timings, costs and priorities into several research methodologies including an online customer community, 1-2-1 interviews for qualitative analysis, Agile research methodologies tailored to research briefs.
  • Work with global and regional functions, developing briefs that include robust hypothesis and research objectives and ensuring these are briefed to supporting research agencies (acting as the day-to-day point of contact for research agencies).
  • Collaborate with the Market Intelligence and Analytics teams, connecting Customer Experience related insights and creating a single view of customer understanding to drive projects.
  • Lead on Customer Experience trends, competitive analysis and benchmarking exercise across journey teams.
  • Drive the engagement of research tools, onboarding and relationship-building with key Customer Experience stakeholders across global and regional markets.
  • Provide support to the Experience Strategy and Design team, applying insights to improve Customer Experience.
  • Log insights on servers and internal website for easy recalling and answering of requests.
  • Lead ideation of research topics that support business objectives and fill knowledge gaps.

Alongside Strategy Managers, function as the Strategy Owner in Journey Teams:

  • Oversee opportunities for experience improvements based on customer insights, business opportunities and best practices.
  • Collaborate with the Journey Manager to develop an idea proposal for approval to place a project into discovery.
  • Identify opportunities during the development of ideas and experiences where research could enhance or validate a project.
  • Support with the prioritisation of Customer Experience projects and opportunities (based on market need, maturity, and strategic relevance).
  • Follow journey work and identify opportunities for strategic involvement.
  • Support with strategic content required for key governance meetings.
We would like you to have
  • Experience in Customer Research and Insights in the Customer Experience field.
  • Planned, briefed, and analysed qualitative research projects (online community-based research is a plus).
  • A background in Customer Research (both quantitative and qualitative methodologies preferred) including how to develop research briefs, hypothesis, and objectives.
  • Strong written and verbal comms, presentation, and interpersonal skills.
  • A proactive mindset – someone who likes to challenge the norm.
  • International experience in Marketing or Customer Experience is advantageous.
  • Experience with digital strategy, analytics, and experience design (working alongside Product, Design, Data and Development teams) is a plus.
 The perks
  • The chance to develop your career with a global, multicultural team working on a fascinating customer experience transformation programme.
  • A flexible working environment and the ability to work from home / flexible hours.
  • Private healthcare and private dental insurance.
  • Competitive pension, 26 days holiday (excluding bank holidays).
  • Car lease scheme, season ticket loan and cycle to work schemes.

Match Digital specialises in connecting talented individuals with businesses in the digital, tech, media and marcomms industries.

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