Customer Insights Researcher

About the Role

We are looking for an Customer Insights Researcher to investigate how customers, users and frontline teams experience products, services and interactions in practice, and translate those findings into actionable insights.

This role combines qualitative and quantitative research with strong synthesis and communication skills. You will work closely with strategy and design teams to ensure recommendations are grounded in real customer and operational evidence.

Key Responsibilities

Research Planning & Delivery

• Plan and conduct end-to-end research across customer and service experiences.
• Define research questions, methods and participant requirements.
• Conduct stakeholder and frontline interviews, observational research and journey diagnostics.
• Apply qualitative and quantitative research methods where appropriate.
• Review surveys, behavioural data and other available information to identify patterns and opportunities.

Analysis & Insight Development

• Analyse and synthesize research findings into clear, actionable insights.
• Identify pain points, behaviours, needs and opportunities across customer journeys.
• Translate complex findings into outputs that can inform strategy and design decisions.
• Advocate for customer and end-user perspectives using evidence rather than assumptions.

Communication & Collaboration

• Present findings clearly to non-research audiences.
• Work closely with strategists and designers throughout project development.
• Contribute to journey maps, current-state assessments and experience frameworks.
• Support or facilitate workshops and collaborative working sessions where required.

Requirements

• Approximately 3–5 years of experience in user research, customer experience research, service design research or a related discipline.
• Strong competence across qualitative research methods such as interviews and observation.
• Working knowledge of quantitative methods including surveys and data analysis.
• Excellent analytical and synthesis skills.
• Ability to communicate complex research findings clearly to different audiences.
• Comfortable conducting research with frontline employees as well as senior stakeholders.
• A portfolio demonstrating research, journey-mapping or current-state diagnostic work would be advantageous.
• Experience facilitating workshops or co-design sessions would be beneficial.
• Experience researching complex services or operational environments would be advantageous.

Key Skills

• Qualitative and quantitative research.
• Interviewing and observation.
• Research planning.
• Journey analysis.
• Insight synthesis.
• Evidence-based decision support.
• Presentation and storytelling.
• Stakeholder engagement.