Remote Senior Customer Experience Researcher

Summary

Join one of the world’s largest privately owned real estate tech companies as a Senior CX Researcher, shaping the future of customer experience through deep, data-driven insights.

Requirements

• Bachelor’s or Master's degree in Psychology, Sociology, Market Research, Statistics, or a related field
• 5+ years of experience in CX research, with a strong emphasis on quantitative research methodologies
• Proven expertise in survey design, statistical analysis, and advanced data interpretation
• Demonstrated ability to run complex CX research projects, ideally in a tech environment
• Strong working knowledge of Qualtrics, SPSS, R, or similar platforms for statistical analysis
• Experience working with integrating survey data, and using digital experience tools to monitor and visualize customer behavior
• Strong product thinking skills, capable of translating research insights into actionable product recommendations
• Exceptional communication and stakeholder management skills, with the ability to deliver clear, actionable insights to senior leaders
• Ability to work independently, prioritize tasks, and manage multiple projects simultaneously

Responsibilities

• Lead the design and execution of CX tracking studies such as NPS, CSAT, and Perceived Value Measurement (PVM) across touch points
• Manage end-to-end research projects: from hypothesis generation, study design, survey development, data analysis, and presenting findings
• Utilise advanced statistical methodologies (such as cluster analysis, regression analysis) to inform insights on customer segments and behavior patterns
• Continuously improve processes for customer journey mapping, using customer feedback and behavioural data to enrich experience maps
• Work with Qualtrics and other research tools to visualize and track real-time digital customer experiences at scale
• Partner closely with Product and Design teams to translate insights into actionable strategies for improving the customer journey and driving product improvements
• Work with Commercial and Brand teams on market research initiatives to ensure customer-centric strategies
• Influence product roadmaps and commercial strategies by delivering impactful insights on customer behavior
• Provide data-driven recommendations to optimize the real estate agent and buyer experience across digital platforms
• Act as a mentor to junior researchers, sharing expertise in quantitative methods and research best practices
• Contribute to building a research-driven culture across the organisation by championing data-informed decision-making

Benefits

• 30 days annual leave
• Hybrid or remote working options
• Flexible working hours
• Company pension scheme
• ���50 public transport allowance
• ���100 allowance for glasses