CX Researcher/Senior Research Exec

Harnham; London; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

Harnham is seeking a Customer Insights Researcher to lead a global Customer Satisfaction (CSAT) program for a major media brand. This hybrid contract role involves cross-functional collaboration, including developing CSAT frameworks and providing actionable insights to enhance customer experiences across international markets. Ideal candidates will have experience in user research and expertise in measurement frameworks.

Qualifications

• Experience in customer or user research, ideally within media or publishing.
• Expertise in CSAT, NPS, or CX measurement frameworks required.
• Strong analytical skills and ability to turn data into actionable insights.

Responsibilities

• Lead the development and delivery of a global CSAT programme.
• Deploy live CSAT surveys in international markets.
• Conduct feedback analysis and present insights to stakeholders.

Skills

Customer Experience (CX)

Customer Satisfaction (CSAT)

Net Promoter Score (NPS)

User Research

Qualitative & Quantitative Research

Data Analysis

Communication & Presentation

Tools

Qualtrics

SurveyMonkey

Google Forms

Job description

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This range is provided by Harnham. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

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Recruitment Consultant in the UK - Marketing & Analytics Contract Team - The Talent Driving the Data & AI Revolution

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

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Contract

Job function

• Job function

  Research

• Industries

  Broadcast Media Production and Distribution

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