Senior Customer Experience Researcher

Role Overview

• Lead end-to-end Customer Experience (CX) research programmes
• Partner with Experience Design and CX leaders
• Influence senior stakeholders and broader plans across the bank
• Prioritise opportunities that improve customer value
• Synthesise insight to shape cross-business CX strategy

Requirements

• Strong experience of supporting CX programmes
• Ability to define and analyse CX metrics
• Advanced skills in CX data collection and measurement approaches
• Experience of using diverse data sources to map customer pain points
• A proven track record in developing and implementing best-in-class tools and processes
• Experience of independently leading research studies and programmes

Benefits

• Flexible working hours
• Professional development opportunities