The CX Research Manager will play a critical role in driving our CX Research strategy, particularly in tracking and understanding the customer experience across the Real Estate marketplace. Managing a team of 5-6 CX Researchers, the role requires the ability to translate data into actionable insights and strategies to enhance customer experience and satisfaction, and drive business growth.  

Lead the focus on customer centricity across the business and create a marketing culture that prioritises the importance of understanding the customer experience and journey. 

WE ARE LOOKING FOR AN INDIVIDUAL WHO CAN:

Research Leadership 

• Lead and manage the CX Research team, providing guidance, mentorship, and support
• Develop, implement and evolve a comprehensive CX research strategy aligned with business objectives (collaborating closely with UX colleagues) 
• Deliver a range of global and local tracking studies such as NPS, PVM, Brand tracking; inform and influence marketing insights strategy 
• Confident solving complex, often nebulous problem areas with strategic projects and programmes which deliver on medium to long term goals; able to set milestones and short term actions to get there 
• Foster a culture of continuous improvement within the CX Research team, encouraging innovation and experimentation.
  • Stay up-to-date with the latest trends and developments in quantitative research and customer experience.
  • Drive continuous improvement in research methods, ensuring the team remains at the forefront of CX research innovation.
• Work closely with cross-functional teams, including Product, Design, Marketing, and Sales, to ensure understand strategic priorities & inform business decisions.

Research Management & Execution 

• Team of 4-6 CX Researchers, facilitate team growth by creating career development opportunities and identify high-impact skill gaps for the team
• Deploy advanced research methodologies to uncover deep insights into customer needs, behaviours, and pain points
  • Ensure the integrity and accuracy of data collection methods and statistical analysis processes.
• Develop and refine research processes, ensuring efficiency, consistency, and scalability across the team.
• Enrich experience maps and customer journeys to better understand current performance and opportunities for improvement.
• Develop and maintain key CX metrics, such as NPS, CSAT, and CES, to monitor and evaluate customer experience over time.
• Leverage insights from the team to inform business strategy and influences stakeholders and leaders to explore opportunities

AN INDIVIDUAL WHO HAS: 

• Bachelor’s or Master’s degree in Psychology, Sociology, Market Research, Business, or a related field.
• 3+ years of [management] experience in customer experience research, with a proven track record of leading and managing research projects.
• The role requires a strong background in quantitative research, including survey design, statistical analysis, and data interpretation. 
  • Ability to apply advanced statistical techniques to analyze customer data, identifying trends, patterns, and key drivers of customer experience.
    • Working knowledge on cluster analysis 
    • Working knowledge on different statistical platforms (R for statistical analysis; SPSS etc) 
  • Should also have some experience in qualitative research as the team either conducts some of this, or collaborates with qual researchers 
• Excellent analytical skills with the ability to interpret complex data and translate it into actionable insights for all stakeholders 
• Proficiency in research tools and software, particularly Qualtrics (ideally Frontline Digital and Qualtrics XM tools).
  • Identify and implement best-in-class quantitative research tools and methodologies to enhance the team's capabilities.
• Strong product thinking skills, able to turn CX insights into actionable findings that inform product decisions.
• Exceptional communication and presentation skills - must be able to communicate outcomes to stakeholders, not just doing research to do research 
• Strong leadership and team management abilities.
• Ability to work collaboratively with cross-functional teams and influence stakeholders at all levels
  • Context switching a big element of the role - supporting people across domains and teams 
• Experience in the property technology or real estate industry is a plus.