User Researcher, NPS & Experience Insights

Uiuxtrend; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A leading tech company in Singapore is seeking a strategic User Researcher to manage NPS tracking across Southeast Asia. The successful candidate will have over 3 years of experience in user research and the ability to translate insights into actionable business strategies. Strong communication and stakeholder management skills are essential for presenting insights clearly to senior stakeholders. Proficiency in data analysis tools such as SPSS, SQL, or Python is preferred. This role operates in a fast-paced environment, managing multiple priorities effectively.

Qualifications

• 3+ years of experience in user research or CX/NPS management.
• Proven track record in managing NPS programs from design to analysis.
• Strong business acumen to understand business models and insights.

Responsibilities

• Own end-to-end NPS tracking and reporting across multiple markets.
• Synthesize insights into strategic recommendations for business actions.
• Develop and maintain frameworks and dashboards for experience monitoring.

Skills

User research

CX/NPS management

Data analysis

Communication skills

Stakeholder management

Tools

SPSS

SQL

Python

R

Job description

We’re looking for a strategic, insight-driven User Researcher with strong expertise in NPS (Net Promoter Score) monitoring and experience studies. In this role, you’ll own and continuously evolve our cross-country NPS and user experience monitoring system, translating user perception into business impact. You’ll lead NPS research across multiple Southeast Asian markets, to connect user sentiment with product and operational performance, identify experience pain points, and translate insight into actionable strategies that drive growth, loyalty and business growth.

Key Responsibilities

• Own end-to-end NPS tracking and reporting across multiple Southeast Asian markets – ensuring data accuracy, comparability, and business relevance through robust sampling, significance testing, and regression validation
• Synthesize insights into strategic recommendations by identifying key drivers of satisfaction and loyalty drivers, translating user pain points into business actions that improve experience and retention
• Connect data with business context: integrate NPS findings with behavioral, transactional, and operational data to build a holistic view of user experience across countries
• Develop and maintain frameworks, dashboards, and quarterly/monthly reports for ongoing experience monitoring, ensuring stakeholders have timely and actionable visibility of key issues
• Design and conduct deep-dive ad-hoc investigations (quantitative or qualitative) to uncover root causes behind key NPS shifts
• Collaborate closely with cross-functional and cross-country teams (e.g., product, operations, marketing, logistics) to proactively identify improvement areas and drive follow-up actions
• Present insights to senior stakeholders in clear, business-relevant narratives; demonstrating strong storytelling, prioritization, and the ability to handle discussions under pressure
• Operate in a fast-paced environment, effectively managing multiple priorities and deadlines while maintaining high analytical and communication standards

Minimum Qualifications

• 3+ years of experience in user research, CX/NPS management, or experience studies, ideally within e-commerce or consumer tech
• Proven track record in managing end-to-end NPS or customer satisfaction programs – from design, execution, and analysis to stakeholder communication
• Strong business acumen with a genuine curiosity to understand business models, commercial priorities, and how user insights can drive measurable impact
• Excellent storytelling and stakeholder management skills, able to communicate insights with clarity and confidence to senior audiences
• Solid understanding of both quantitative and qualitative research methods, and the ability to blend them to explain user motivations behind NPS results
• Highly self-driven, proactive, and collaborative – comfortable reaching out across multiple functions and countries to connect dots and drive alignment

Preferred Qualifications

• Skilled in data analysis and synthesis; proficiency in tools such as SPSS, SQL, Python, or R is a strong plus