CX Researcher; Customer Journey

Key Responsibilities

• Customer Journey Research & Insight Generation
  • Plan and conduct qualitative and quantitative customer research focused on understanding end-to-end automotive customer journeys across multiple touchpoints and channels.
  • Identify customer pain points, unmet needs, behavioural drivers, and moments of friction throughout the ownership and purchase lifecycle.
  • Conduct a range of research methodologies including customer interviews, contextual research, surveys, usability testing, diary studies, journey reviews, ethnographic research, and stakeholder workshops.
  • Synthesise complex research findings into clear, actionable insights that inform customer journey improvements and strategic recommendations.
  • Support journey-focused discovery initiatives across areas such as vehicle research, online and offline purchasing experiences, ownership journeys, servicing, aftersales, retention, and loyalty.
  • Help establish a deeper understanding of evolving customer expectations within the automotive landscape.
• Customer Journey Mapping & Experience Strategy
  • Create and maintain customer journey maps, service blueprints, personas, behavioural frameworks, and ecosystem maps that help visualise and communicate customer experiences.
  • Analyse interactions across digital and non-digital touchpoints to identify opportunities for greater consistency, efficiency, and customer satisfaction.
  • Support the definition of customer-centric strategies and recommendations aligned to business objectives and operational priorities.
  • Collaborate with UX, Service Design, Product, Marketing, and Operational teams to ensure customer insight is embedded throughout design and delivery processes.
  • Help prioritise journey improvements based on customer impact, feasibility, and commercial value.
• Data, Insight & Continuous Improvement
  • Collaborate with analytics and optimisation teams to combine behavioural data with qualitative customer insight.
  • Use customer feedback, analytics, VOC data, operational insight, and performance reporting to identify emerging trends and opportunities.
  • Support experience measurement frameworks and ongoing journey performance evaluation.
  • Contribute to continuous improvement initiatives by helping validate hypotheses, measure outcomes, and refine recommendations over time.
  • Advocate for evidence-based and customer-centred decision making across the wider programme.
• Collaboration & Stakeholder Engagement
  • Work collaboratively with CX Strategists, UX Designers, Service Designers, Analysts, Product Owners, Content Strategists, Developers, Program Managers, and client stakeholders.
  • Facilitate workshops, collaborative working sessions, and playback presentations with both internal teams and client stakeholders.
  • Present research findings and journey insights clearly and confidently to audiences ranging from delivery teams to senior leadership.
  • Help align cross-functional teams around customer needs, experience priorities, and strategic opportunity areas.
  • Contribute positively to team culture, ways of working, and the ongoing maturity of customer journey thinking across the account.

• Strong experience in CX Research, UX Research, Service Design Research, Customer Insight, or related disciplines.
• Proven experience researching and analysing end-to-end customer journeys across digital and service ecosystems.
• Strong understanding of customer-centred design principles, behavioural insight, and journey mapping methodologies.
• Experience conducting both qualitative and quantitative research using a variety of methodologies.
• Ability to synthesise large volumes of research and operational information into clear, actionable recommendations.
• Strong experience creating customer journey maps, service blueprints, personas, insight reports, and strategic frameworks.
• Experience working across complex, enterprise, or multi-channel customer environments.
• Strong stakeholder management, workshop facilitation, and presentation skills.
• Ability to balance strategic thinking with hands‑on delivery within fast-paced and evolving programmes.
• Strong collaboration skills with the ability to work effectively across CX, UX, product, analytics, content,…