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.
