Role Purpose

• As a Senior CX Researcher, you will design and execute comprehensive customer experience studies, uncover pain points and growth opportunities, and deliver actionable insights to our product, marketing and operations teams.

Key Responsibilities

Research Strategy & Execution:

• Define methodologies for qualitative and quantitative studies (in-depth interviews, focus groups, surveys, usability tests)
• Recruit and manage participant samples
• Lead fieldwork and remote research sessions

Persona & Journey Mapping:

• Develop detailed customer personas
• Create Customer Journey Maps and Service Blueprints for core insurance lines (Auto, Health, Travel, etc.)

Data Analysis & Visualization:

• Analyze survey responses and behavioral data (SPSS, R/Python)
• Visualize findings in dashboards (Tableau, Power BI) and reports

Insight Generation & Recommendations:

• Synthesize research outputs into clear, prioritized recommendations for UX/UI enhancements, process improvements, and loyalty initiatives

Stakeholder Collaboration:

• Facilitate workshops and present findings to product managers, designers, marketers and senior leadership
• Lead Design Thinking and Kaizen sessions to co-create solutions

Performance Monitoring:

• Define and track CX metrics (NPS, CSAT, CES, digital engagement via GA4)
• Conduct post-implementation validations to measure impact

Required Qualifications

• Bachelor’s or Master’s degree in Marketing, Sociology, Psychology, Business Analysis or related field
• Minimum 2 years of hands-on CX/UX research experience, ideally in financial services or insurance
• Proficiency in both qualitative (interviews, usability tests) and quantitative (surveys, analytics) methods
• Proven track record of developing personas and Customer Journey Maps
• Analytical skills with SPSS, R or Python; experience with Qualtrics or NVivo a plus
• Expertise in dashboarding tools (Tableau or Power BI) and Google Analytics 4
• English – Upper-Intermediate or higher

Desired Skills & Experiences

• In-depth knowledge of insurance products and digital distribution channels
• Experience translating research insights into business metrics and ROI
• Facilitation skills for Gemba Walks, Kaizen and co-creation workshops
• Ability to manage external research partners and agencies
• Familiarity with Agile/Scrum environments

Personal Attributes

• Strategic, analytical thinker with a customer-centric mindset
• Excellent communication and presentation skills
• Proactive, self-motivated and results-driven
• Adaptable in a fast-paced, multi-stakeholder setting

Education and Specialization

• Bachelor’s or Master’s degree in Marketing, Sociology, Psychology, Business Analysis or related field
• Minimum 2 years of hands-on CX/UX research experience, ideally in financial services or insurance

Work conditions

Research Strategy & Execution:

• Define methodologies for qualitative and quantitative studies (in-depth interviews, focus groups, surveys, usability tests)
• Recruit and manage participant samples
• Lead fieldwork and remote research sessions

Persona & Journey Mapping:

• Develop detailed customer personas
• Create Customer Journey Maps and Service Blueprints for core insurance lines (Auto, Health, Travel, etc.)

Data Analysis & Visualization:

• Analyze survey responses and behavioral data (SPSS, R/Python)
• Visualize findings in dashboards (Tableau, Power BI) and reports

Insight Generation & Recommendations:

• Synthesize research outputs into clear, prioritized recommendations for UX/UI enhancements, process improvements, and loyalty initiatives

Stakeholder Collaboration:

• Facilitate workshops and present findings to product managers, designers, marketers and senior leadership
• Lead Design Thinking and Kaizen sessions to co-create solutions

Performance Monitoring:

• Define and track CX metrics (NPS, CSAT, CES, digital engagement via GA4)
• Conduct post-implementation validations to measure impact