Senior CX Research Specialist

2 Months ago • 5 Years + • Research Development

Job Summary

Job Description

The Customer Experience (CX) Research Specialist will support the Experience Strategist by conducting research, providing insights, and curating inspiration to drive customer-centric innovation. The role involves qualitative and quantitative research, competitor and market landscape analyses, and primary research activities, including customer interviews. The specialist will curate case studies, analyze findings, prepare reports, and support workshop materials, translating research into CX strategies. The specialist will also maintain a research library and manage project timelines. This role requires a deep understanding of customer behavior and experience frameworks and excellent communication skills.
Must have:
  • 5+ years of research experience.
  • Strong skills in qualitative and quantitative research methodologies.
  • Ability to analyze data into clear narratives.
  • Familiarity with customer journey mapping, persona development, and experience frameworks.
  • Excellent written, visual, and verbal communication skills.
Good to have:
  • Industry experience or familiarity with Telecom, B2B, or MarTech.
  • Background in CX, Design, Innovation Strategy, or UX Research.
  • Familiarity with design thinking, agile methodologies, or human-centered design processes.
  • Ability to work in a fast-paced, ambiguous environment and manage multiple priorities.

Job Details

We are seeking a Customer Experience (CX) Research Specialist to join our dynamic Innovation Studio. In this role, you will serve as the right-hand to the Experience Strategist, delivering research, insights, and curated inspiration that drive customer-centric innovation. You’ll combine research rigor with creativity, helping uncover customer needs, market opportunities, and experience best practices across industries such as Telecom, B2B, and MarTech.


Responsibilities
  • Research and Discovery
  • Conduct qualitative and quantitative research to understand customer behaviors, needs, motivations, and pain points.
  • Perform competitor and market landscape analyses with a focus on Telecom, B2B, and Marketing Technology industries.
  • Support primary research activities, including survey design, customer interviews, and usability testing.
  • Insights Curation and Analysis
  • Curate relevant case studies, customer journey maps, industry reports, and customer experience benchmarks.
  • Analyze research findings to extract actionable insights and strategic recommendations.
  • Prepare research briefs, trend reports, and insight summaries for use by the Experience Strategist and broader studio team.
  • Strategic Support
  • Assist in designing and preparing workshop materials, innovation frameworks, and ideation session inputs.
  • Collaborate with the Experience Strategist to translate research into opportunity areas and CX strategies.
  • Help visualize insights through charts, infographics, and storytelling formats to enhance strategic presentations.
  • Operational Excellence
  • Maintain an organized and up-to-date research and inspiration library for the studio.
  • Track and manage research project timelines and deliverables to ensure alignment with broader strategic initiatives.


Qualifications
  • 5+ years of experience in research, insights, customer experience, UX research, Design, or related fields.
  • Strong skills in qualitative and quantitative research methodologies.
  • Comfortable gathering, analyzing, and synthesizing large amounts of data into clear narratives.
  • Familiarity with customer journey mapping, persona development, and experience frameworks.
  • Experience using research and insights tools such as:
  • Survey and feedback platforms (e.g., Qualtrics, Medallia, SurveyMonkey)
  • Journey orchestration and CX platforms (e.g., Salesforce, Adobe Experience Cloud, Genesys)
  • Analysis and visualization tools (e.g., Excel, Tableau, Adobe, Power BI, Airtable)
  • Collaboration and documentation tools (e.g., Miro, Confluence)
  • Excellent written, visual, and verbal communication skills.
  • Highly organized, proactive, and passionate about delivering exceptional customer experiences.


Preferred
  • Industry experience or familiarity with Telecom, B2B business models, or the MarTech ecosystem.
  • Background in CX, Design, Innovation Strategy, or UX Research.
  • Familiarity with design thinking, agile methodologies, or human-centered design processes.
  • Ability to work in a fast-paced, ambiguous environment and manage multiple priorities.


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