Senior CX Researcher

Role & responsibilities

• Purpose of this role is to use research and data intelligence to produce insights into customer behaviour to help guide strategy and decision making to support IDPs customer first transformation
• Inform IDP’s global CX Research program with relevant insights and intelligence developed from research, data analysis activity.
• Develop reports to share observations and recommendations with relevant business departments.
• Monitor the quality and effectiveness of datasets and develop strategies for their enhancement or efficiencies
• Undertake analysis to identify business growth opportunity, contributing data/insights to business cases for new products and services
• The “senior” element to this role recognises the candidates’ skills and competency is established sometimes to always. It recognises they require little to no assistance to perform high quality activities, across customer segments and across complex research tasks.
• The Senior CX Researcher role supports the broader global CX Research programmes, either in Student Placement or Language Testing.

The key driver of the role is

• To understand our customers, to increase customer engagement, sentiment, satisfaction, trust, quality, ease, recommendation and advocacy outcomes,
• by understanding, evaluating and providing insights from the data that can be used to drive customer led and data driven initiatives and projects, and
• ensuring customer representation, accuracy, quality and operational scale is achieved.

This role supports the CX Research program which

• Activates and embeds CX, NPS, SAT, EASE, QUALITY and TRUST metrics, improvements, ideas and best practice across the business
• Aggregates, leverages and analyses CX data, through research, analysis, insights and recommendations and market understanding
• Activates and drives external customer led and internal customer adopted actions and projects, that ultimately improve the customers experience, and
• Drives outcomes from the Global Customer Road Map and Global Product Roadmap, ensuring our external customers voice is represented in improved in our technology solutions or business processes.

Preferred candidate profile

Requires demonstrated intermediate research experience, ideally in a consulting/professional services role

Requires excellent data and English skills (IELTS 7 or better)

Requires demonstrated intermediate or above Excel and PPT capability

Requires a demonstrated customer first mindset

Requires passion for data and analysis with demonstrated ability to turn complex data into actionable insight, communicate opportunities and recommendations via professional written reports and presentations as appropriate to the audience and medium

Must have strong qualitative research experience, including focus group and 1-2-1 interviewing experience.

Strong business acumen with the ability to provide appropriate context to offer the ‘so what’ as well as the ‘what’ to identify and seize commercial opportunities.

Desired experience in using CX software tools (e.g. Qualtrics, Survey Monkey, Hot Jar, Tableau etc)

A desire to continue learning, developing new skills and understanding new systems to improve product and service offering

Knowledge and personal experience of international education

Knowledge and understanding of key data sources in the international education industry

Degree educated in Business, Statistics or related field