Research Director - Customer Experience (CX)

Join a global powerhouse in market research! With a presence in over 90 countries, this agency is a recognised leader in understanding consumers, customers, and citizens—helping brands grow through insight-driven strategies. This opportunity sits within their Customer Experience (CX) division, which is dedicated to enhancing brand-consumer relationships. CX is the sum of every interaction a customer has—past, present, and future. The better the experience, the stronger the connection between brands and consumer, resulting in increased ROI. The Role: Lead CX Insights That Drive Change As a Research Director (or Account Director, depending on experience), you’ll help commercial clients across Tech, Telco, Retail, Financial Services, and Education elevate their CX strategies—ensuring every customer touchpoint is optimised. You'll go beyond the numbers, translating data into actionable insights that influence decision-making at the highest level. Key Responsibilities:

• Client Leadership – Build and nurture strategic relationships, positioning yourself as a trusted CX advisor.
• Research Design – Lead the development of quantitative CX research programs, ensuring they deliver real impact.
• New Business & Proposals – Craft compelling tenders and pitches that win work and drive growth.
• Data Integration & Insights – Connect the dots across multiple data sources to fuel customer-centric decision-making.

1. Relationship CX – Managing annual dips, quarterly trackers, and NPS studies.
2. Transactional CX – Running large-scale, continuous VoC programs using platforms like Medallia & Qualtrics.
3. CX Analytics – Applying advanced modelling & analytics (with the support of a specialist team) to unlock deeper insights.
4. CX Strategy & Research – Helping clients define CX roadmaps, mapping journeys, and designing strategies to enhance customer experiences.

• CX research professional with c6+ years quantitative market research experience.
• A natural leader and mentor, confident in both hands-on research and presenting to C-suite executives.
• Experience in designing, managing, and delivering large-scale CX programs.
• A passion for helping businesses become truly customer-centric through data-driven insights.