About the Role

We're seeking a highly capable Customer Experience (CX) Research Analyst who combines deep analytical thinking, strong storytelling, and exceptional communication skills. In this role, you'll own research end-to-end: designing studies, analyzing data, crafting insights, and presenting to senior stakeholders. The right candidate will produce executive-level memos and presentations with no further editing requiredfully polished work.

Key Responsibilities

Lead the planning, design and execution of CX research studiesqualitative (e.g., interviews, focus groups, journey mapping) and quantitative (e.g., surveys, metrics, transaction/behavioral data).
Collect, clean, analyze and interpret data from multiple sourcessurveys, customer feedback, transactional/operational datasets, CRM, support/ticket systemsto surface patterns, root causes, and opportunities.
Structure research output in a clear, thesis-like format: hypothesis investigation plan findings implications recommendations.
Write polished executive-level memos, briefs and presentations that distill complex ideas into concise, compelling narratives requiring no proofreading before distribution.
Build compelling visualizations and dashboards to help stakeholders easily consume insights and make decisions.
Partner cross-functionally with product, marketing, operations, CX strategy, and other teams to integrate insights into business decisionsinforming product development, segmentation, journey enhancement, service design, etc.
Support the development and maintenance of CX measurement frameworks (e.g., NPS, CSAT, CES), ensure research ties to business performance and customer outcomes.
Monitor industry trends, competitive benchmarks, and external customer experience research so you're proactively surfacing ideas and insights.
Maintain a research backlog, manage project timelines autonomously, prioritize deliverables, and ensure high quality, error-free outputs.
Continuously improve research design, methods and processesidentify new data sources, apply newer analytics techniques, challenge assumptions, and raise the bar.

About You

Minimum 3 years of relevant experience in CX research, customer insights, market research, analytics, or a related research-intensive role.
French speaker is a must
Proven ability to work independentlytake ownership of research projects, from conception through to deliverywith strong critical thinking, initiative and autonomous working style.
Exceptional writing, storytelling and presentation skillsyou're comfortable writing for, and presenting to, senior executives without the need for additional proofing.
Strong analytical mindset: comfortable with both qualitative and quantitative methods, able to interpret both large datasets and rich customer feedback.
Skilled at structuring research and findings clearly and logically, in a thesis-like format.
Excellent presentation skills and experience building decks/memos that influence business stakeholders.
Proficiency with research and analytics tools (Excel, PowerPoint, survey platforms, data visualization tools like Tableau/Power BI, familiarity with statistical or scripting tools a plus).
Strong collaboration and stakeholder management skillscan distil technical work into meaningful stories for non-technical audiences.
Highly organized and detail-oriented with the ability to handle multiple projects and manage timelines autonomously.

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