CX Researcher

CX Researcher

12 Month contract

Hybrid work environment

We’re looking for a CX Researcher to build a deep understanding of customer and staff experiences and translate research insights into meaningful digital solutions.

You’ll be working as part of cross-functional delivery team leading discovery and research activities that shape customer experience and UX requirements. Your work will ensure digital products and services are grounded in real user needs, validated through evidence, and aligned with organisational objectives.

You’ll partner closely with designers, business analysts, developers, and subject matter experts to inform solution design, test ideas, and continuously improve delivered experiences.

What you’ll be doing

· Lead discovery to understand current and future customer and staff experiences

· Plan and conduct qualitative and quantitative research, testing, and validation

· Develop journey maps, experience artefacts, and insight presentations

· Present clear, compelling research findings to cross-functional teams and senior stakeholders

· Translate insights into actionable CX and UX requirements, principles, and design inputs

· Support iterative testing and validation of concepts, designs, and live solutions

· Observe user behaviour and identify opportunities for continuous improvement

What you’ll bring

· A degree (or equivalent experience) in marketing, market research, psychology, behavioural science, or a related field

· 2-3 years delivering qualitative and quantitative research

· Experience conducting research in support of digital products or services

· Strong qualitative research skills (interviews, workshops, journey mapping, concept testing, co-creation)

· Practical UX research experience (usability testing, card sorting, tree testing, prototype validation)

· Confidence leading end-to-end research from brief through to insight delivery

· Sound quantitative skills, including survey design and interpretation

· Excellent communication skills with the ability to tell clear insight-led stories

· Strong collaboration skills and comfort working in fast-paced, cross-functional teams

· Experience using tools such as Qualtrics, Figma/FigJam, Miro, Mural, or user testing platforms