Senior CX Researcher
Core
Lead end-to-end CX research programs, design VoC surveys, map customer journeys, and translate feedback into business improvements.
Role type
Senior IC customer experience researcher
Builds
CX metric frameworks, customer journey maps, and actionable insight reports
Domain
Customer Experience / Voice of Customer
Deliverable
dashboards & analysis
Required skills
quantitative research design, qualitative research execution, customer journey mapping, key driver analysis, root-cause analysis, statistical analysis, stakeholder management
Preferred skills
CX platform experience, advanced data analysis, storytelling for executives
Technologies
Qualtrics, Medallia, SPSS, R, Python, Excel
Responsibilities
Design and run NPS, CSAT, and CES surveys; Build CX metric frameworks linking scores to retention and revenue; Conduct quantitative and qualitative research (surveys, IDIs, focus groups, ethnography); Perform key driver and root-cause analysis on customer feedback; Translate findings into prioritized recommendations and client-facing narratives; Manage timelines, budgets, and fieldwork partners
Seniority
Senior, hands-on IC
