Senior Customer Experience Researcher (CX)

Senior Customer Experience Researcher Hybrid working London Our client is a household name operating at serious scale, with a customer base in the millions and a growing commitment to putting insight at the heart of how they work. This isn't a team where research gets filed away it directly influences strategy, shapes services, and drives measurable change. This is a senior role with genuine scope. You'll partner with CX and Experience Design leaders, working across a large and complex organisation where your findings will reach the rooms where decisions get made. What you'll be doing You'll lead on how the organisation uses customer insight to map journeys, surface risks, and identify high-impact opportunities. You'll help set the bar for how research informs strategy and design across the business. Day to day, you will: Lead end-to-end research programmes that directly shape CX strategy and customer journey mapping Deliver clear, evidence-based recommendations using primary an...