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Tria Recruitment
,
London, Greater London
Customer Experience Researcher - Customer Experience Design
Overview
Job Description
We are looking for an ambitious Customer Experience Researcher / Designer to join a growing Innovation Team, as part of a large, market leading company within the Property sector. This UK based company are experimenting with a new way to measure Customer Experience that's unique to the commercial property sector and are building a team to do it. A challenging new role with a lot of opportunity to expand and own elements of the process as it develops - this role involves a lot of research and number-crunching, providing the inputs and insight that help evolve the key strategic drivers by which B2B customer experience is measured. You'll be comfortable thinking "big picture", supporting the development of strategic propositions and services, but equally happy getting down into the data and analytics of user research. Interviewing customers, building rapport and co-designing solutions all in the same meeting is commonplace. Tools and models need to be scientifically robust, as well as human-centered and empathetic. The right candidate will be highly curious, comfortable providing challenge, and very keen to learn (this is almost more important than anything else listed!) Day to Day Responsibilities: * Conducting customer interviews and research activities to generate a wide range of data based on existing tools and methodologies (e.g. journey-mapping, forced prioritisation, questionnaires) * Quantitative and qualitative research data analysis. Translating data sets into digestible insight and metrics for project teams * Exploring the interplay between different data sets, developing hypotheses, spotting patterns and building models with little guidance or input * Understand, interpret (challenge where necessary) and deliver internal research briefs. Comfortable going back and forth with internal stakeholders to ensure understanding of the need and the output * Communicate findings to various different stakeholders across the business - ability to tailor the messaging to the audience based on their level of understanding and skill. * Provide insight and advice on developing the customer strategy. Working with individuals across the organisation to understand their needs and support the creation of a common customer-centric goal * Proactively identify opportunities for methodology and tool development with research and external/competitor benchmarking of activities * Training and guiding junior team members in developing their research and insight capabilities. Identifying and providing them opportunities to test their skills and improve Key skills required: * Strong facilitation and workshop skills. Ability to design and lead interactive workshops to playback findings and gain buy-in from across the business * Strong communication skills. Ability to tell a story using presentations and other medium to a variety of different audiences. * Proven analytical and research capability either working to specific briefs or as a key part of the role * Process improvement or business design skills - the ability to take a designed customer experience and identify the organisational skills and capabilities needed to deliver the future state. * Great organisational skills with strong attention to detail * Evidence of strategy definition and development. The ability to translate business goals and objectives into customer outcomes and roadmaps * Evidence of designing and implementing a new Customer Experience for an organisation Knowledge, experience and qualifications: Essential * Significant experience of working in a large organisation or consultancy Desirable * Data analytics or Data science capability * Experience working in a Customer measurement or design team * Experience working in the retail sector or a B2B customer environment The Benefits: As well as beautiful offices in the heart of London, this organisation offers a brilliant benefits package; including a comprehensive Pension package, Income Protection, Life Assurance, Private Medical Insurance, Health Assessments, Gym memberships, and a range of other schemes to promote employee health and wellbeing. If you have the skills and ambition to make a success of this role, please apply today - I look forward to talking you through the role in more detail