CX Researcher/Senior Research Exec

JR United Kingdom; Slough; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading global media publisher is hiring a Customer Insights Researcher for a high-impact contract role. You'll drive the development of a global customer satisfaction program, collaborating across teams to deliver insights that enhance reader experience. This hybrid position offers the flexibility of remote work over a 4-month term.

Qualifications

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

Responsibilities

• Develop and roll out a scalable CSAT programme across international markets.
• Conduct feedback analysis and present actionable insights to stakeholders.
• Provide weekly updates and deliver market-specific information as needed.

Skills

Customer Experience (CX)

Customer Satisfaction (CSAT)

Net Promoter Score (NPS)

User Research

Data Analysis

Stakeholder Management

Research Compliance

GDPR & Data Privacy

Panel Management

Market Research

Communication & Presentation

Cross-functional Collaboration

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

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:

1. CSAT Programme Framework: Develop a fully scoped and documented CSAT programme that supports ongoing customer experience measurement.
2. Global Survey Rollout: Deploy a live CSAT survey in at least three international markets (excluding the UK).
3. Legal-Compliant Panel Workflow: Define and test an opt-in workflow with confirmed legal compliance.
4. Actionable Insights: Conduct at least one full cycle of feedback analysis and present recommendations to senior stakeholders.
5. Handover Enablement: Create a playbook or guide to support internal teams after the end of your term.
6. Ongoing Communication: Provide weekly updates to the Director of Insight and deliver market-specific updates as needed.

Qualifications:

• 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

• Customer Experience (CX), Customer Satisfaction (CSAT), Net Promoter Score (NPS), User Research, Data Analysis, Stakeholder Management, Research Compliance, GDPR & Data Privacy, Panel Management, Market Research, 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 Roles.