Customer Research Specialist

Job DescriptionJob Title: Customer Research SpecialistLocation: [Insert location or remote/hybrid if applicable]Salary: Competitive + BenefitsContract Type: PermanentHours: Full-timeAre you passionate about putting the customer at the heart of business decisions? Do you love transforming data into meaningful stories that drive innovation and service improvements? Were looking for a Customer Research Specialist to join a dynamic and growing Experience team within a forward-thinking professional organisation.About the RoleAs a Customer Research Specialist, youll play a pivotal role in ensuring customer insight shapes the direction of products, services, and experiences. Youll use a wide range of research techniques from surveys and interviews to behavioural analytics and focus groups to explore what truly matters to our customers.Working cross-functionally with insight, analytics, UX, and marketing teams, youll build a robust understanding of customer needs, satisfaction drivers, and engagement trends. Your insights will directly influence strategic decisions and day-to-day service delivery across the business.What You'll Be DoingLead and deliver end-to-end research projects to uncover insights about customer behaviours and needsDevelop and maintain a deep understanding of key customer segments to support product and service developmentCollaborate with internal teams and external research partners to run and analyse surveys and feedback toolsPresent findings in engaging, impactful ways to stakeholders across the business, up to executive levelDrive continuous improvement by identifying gaps in insight and leading new research initiativesCombine qualitative and quantitative data sources to build a holistic picture of the customer journeyUpskill colleagues in using research tools and best practices to enhance research maturity across the organisationWhat We're Looking ForStrong experience in a research, insight, or user experience role, with a solid understanding of research methodologiesAbility to lead and manage customer research projects from scoping to reportingConfident with tools such as Survey Monkey, Hotjar, Chattermill, and othersExcellent storytelling skills you know how to bring insight to life and influence through dataComfortable working with both qualitative and quantitative researchStrong collaboration skills and experience building relationships with cross-functional teams and external suppliersExperience supporting business decision-making with evidence-based recommendationsA natural curiosity and passion for delivering great customer experiences

Created: 2025-06-17