Senior Customer Experience Researcher | Hybrid working | London Our client is a household name operating at serious scale, with a customer base in the millions and a growing commitment to putting insight at the heart of how they work. This isn''t a team where research gets filed away; it directly influences strategy, shapes services, and drives measurable change.This is a senior role with genuine scope. You''ll partner with CX and Experience Design leaders, working across a large and complex organisation where your findings will reach the rooms where decisions get made.What you''ll be doingYou''ll lead on how the organisation uses customer insight to map journeys, surface risks, and identify high-impact opportunities. You''ll help set the bar for how research informs strategy and design across the business.Day to day, you will:Lead end-to-end research programmes that directly shape CX strategy and customer journey mappingDeliver clear, evidence-based recommendations using primary and secondary researchSynthesise insight into frameworks, principles and narratives that define what great looks likeProduce high-impact CX performance reporting that drives transformation at senior levelWork closely with CX Strategy leads, Service Designers, and senior stakeholdersCoach junior researchers and champion customer-centred thinking across functionsWhat we''re looking forYou''re a senior researcher who turns complex, multi-source data into insight that actually moves things. You think str