CX Researcher/Senior Research Exec

JR United Kingdom; London; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading media publisher seeks a Customer Insights Researcher for a hybrid role responsible for developing a global CSAT programme. This contract position involves cross-functional collaboration to enhance customer experience and will require expertise in research compliance and stakeholder engagement. A strong analytical mindset is crucial.

Qualifications

• Experience in customer or user research within media, publishing, or digital products.
• Familiarity with research compliance, GDPR, and opt-in workflows.
• Strong analytical skills to turn data into actionable insights.

Responsibilities

• Lead the development of a global CSAT programme.
• Deploy a live CSAT survey in three international markets.
• Provide weekly updates to the Director of Insight.

Skills

Customer Experience (CX)

Customer Satisfaction (CSAT)

Net Promoter Score (NPS)

User Research

Data Analysis

Tools

Qualtrics

SurveyMonkey

Google Forms

Job description

CX Researcher/Senior Research Exec, london

Client:

Location:

london, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

Job Views:

5

Posted:

26.06.2025

Expiry Date:

10.08.2025

Job Description:

Contract Role: Customer Insights Researcher
Join one of the world's largest and most influential media publishers

Day Rate - 300-350

Location - Hybrid/Remote

Duration - 4 Months

We're seeking a Customer Insights Researcher to lead the development and delivery of a global CSAT (Customer Satisfaction) programme for one of the most iconic media brands in the world. This is a high-impact contract role where you'll shape how millions of readers experience our products across multiple markets.

? About the Role

Contract Role: Customer Insights Researcher
Join one of the world's largest and most influential media publishers

Day Rate - 300-350

Ir35 - Outside

Location - Hybrid/Remote

Duration - 4 Months

We're seeking a Customer Insights Researcher to lead the development and delivery of a global CSAT (Customer Satisfaction) programme for one of the most iconic media brands in the world. This is a high-impact contract role where you'll shape how millions of readers experience our products across multiple markets.

? About the Role

As part of the central Insights function, you will be responsible for building and rolling out a scalable, legally compliant CSAT programme across key international markets. You'll work cross-functionally with product, legal, and local market teams, and deliver actionable insights to senior stakeholders.

? Key Deliverables:

• CSAT Programme Framework: Develop a fully scoped and documented CSAT programme that supports ongoing customer experience measurement.

• Global Survey Rollout: Deploy a live CSAT survey in at least three international markets (excluding the UK).

• Legal-Compliant Panel Workflow: Define and test an opt-in workflow with confirmed legal compliance.

• Actionable Insights: Conduct at least one full cycle of feedback analysis and present recommendations to senior stakeholders.

• Handover Enablement: Create a playbook or guide to support internal teams after the end of your term.

• Ongoing Communication: Provide weekly updates to the Director of Insight and deliver market-specific updates as needed.
  

You'll Bring:

• Experience in customer or user research, ideally within media, publishing, or digital products

• Expertise in CSAT, NPS, or CX measurement frameworks

• Familiarity with research compliance, GDPR, and opt-in workflows

• Strong analytical skills and the ability to turn data into clear, actionable insights

• Excellent communication skills and stakeholder engagement experience

• Comfortable working independently in a fast-paced, global environment

Desired Skills and Experience
Key Skills:
Customer Experience (CX)
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
User Research
Qualitative & Quantitative Research
Survey Design (e.g. Qualtrics, SurveyMonkey, Google Forms)
Data Analysis
Insight Generation
Stakeholder Management
Research Compliance
GDPR & Data Privacy
Panel Management
Research Frameworks
Market Research
Customer Feedback Analysis
Communication & Presentation
Cross-functional Collaboration
? Relevant Experience Keywords:
Media & Publishing Industry
Digital Products
International Research Projects
CX Strategy Development
Legal & Compliance Liaison
Remote Team Collaboration
B2C Research
Contract/Consulting Roles

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Created on 26/06/2025 by JR United Kingdom