CX Research and Analytics Specialist

About the role

The CX Research and Analytics Specialist supports the design and execution of human‑centered research studies, surveys, and data‑driven insights to improve customer experience. Working under senior guidance, the role collaborates with internal teams and external suppliers to gather, analyse, and present data that informs business decisions.

Key responsibilities

• Design human‑centered research studies and create/interpret survey data.
• Coordinate projects with external suppliers and facilitate focus groups.
• Stay current on industry standards, regulations, and compliance issues; provide education and consultation to customers.
• Proactively provide resources, advice, and expertise to coworkers and customers; mentor team members as needed.
• Apply up‑to‑date subject‑area expertise to generate creative solutions while ensuring policies and procedures are followed.
• Develop analytical and statistical models to enable informed business decisions.
• Gather, validate, and merge data from multiple sources; maintain routine data refreshes and develop electronic data‑collection tools.
• Support data‑analysis interpretation and create reports and presentations that tell a compelling story.
• Design, implement, and automate business and reporting solutions, including BI visualisations and interactive dashboards.

Required profile

• Self‑motivated with a focus on continuous development and effective relationship building.
• Strong communication skills, able to influence through clear technical explanations.
• Ability to listen to feedback, adapt to change, and address performance improvement opportunities.
• Organised with the capacity to manage priorities, deadlines, and cross‑functional collaboration.
• Detail‑oriented, capable of validating data sources and ensuring accuracy.

Required skills