Senior Customer Experience Researcher

Join us as a Senior Customer Experience Researcher

• Lead end-to-end Customer E xperience (CX) research programmes, uncovering insights that directly influence strategy and decision-making across the organisation
• You'll partner with Experience Design and CX leaders to drive the research and innovation that transforms customer experiences
• This is a strong opportunity to deepen your expertise, take ownership of meaningful change, and build a reputation for delivering outcomes that matter

As a Senior CX Researcher, you'll lead on how we use customer insight and data to map journeys, uncover key risks, and identify high-impact opportunities to deliver value across the business. You'll also help set the standard for how this informs our strategy, design, and meaningful change.

Working closely with CX Strategy, Service Designers and senior stakeholders, you'll draw on multiple data sources, analytical approaches and research tools to enable customer centric growth and experience excellence. You'll increase CX maturity and drive the optimisation of CX metrics and KPIs.

In your day to day, you'll:

• Influence senior stakeholders and broader plans and processes across the bank to drive customer centricity
• Prioritise opportunities that improve customer value, and deliver clear, evidence based recommendations to drive customer experience improvements using primary and secondary research
• Synthesise insight to shape cross business CX strategy, frameworks, principles and narratives that define what great looks like
• Produce regular, high impact CX performance reporting to inform stakeholders and drive transformation and measurable outcomes

To thrive in this role, you'll have strong experience of supporting CX programmes, using multiple data sources to solve customer and business challenges. You're able to define and analyse CX metrics, such as NPS, CSAT, CES and Voice of Customer. And you bring a strategic mindset with a strong awareness of external best in class CX strategies.

As such, you're a creative, analytical problem solver who brings a transformational strategic 'lifecycle' perspective. You're comfortable in Agile environments and have experience in building CX maturity across large organisations, championing customer centred thinking. You're also used to working in multidisciplinary teams across UX, Service Design, Product, Operations and Technology, helping to embed customer insight into real world delivery.

You'll also need:

• Advanced skills in CX data collection and measurement approaches across digital and non digital touchpoints, and statistical analysis techniques such as Key Driver Analysis to identify actionable insight
• Experience of using diverse data sources to map customer pain points and unlock opportunities to increase customer value and business impact
• A proven track record in developing and implementing best in class tools and processes that drive the application of consistent, high quality CX insight and data
• Experience of independently leading research studies and programmes, including oversight of external agencies and strategically significant programmes
• Advanced knowledge of CX research methods, including depth interviews, surveys, diary studies and journey mapping