Overview:
We are seeking a Client Experience Researcher to join a dynamic team in the telecommunications industry. The ideal candidate will be responsible for gathering, analysing, and interpreting customer insights to help shape service strategies and improve the overall client journey. This role requires a passion for understanding people, strong analytical skills, and a deep understanding of customer experience in a digital-first, high-volume service environment.

Key Responsibilities:
· Research & Insights Gathering: Conduct qualitative and quantitative research to capture the voice of the customer (VoC) across multiple touchpoints.
· Customer Journey Mapping: Analyse and map the end-to-end client journey to identify pain points, service gaps, and moments of delight.
· Data Analysis & Reporting: Interpret feedback, usage data, and behavioural patterns to generate actionable insights and trends.
· Stakeholder Collaboration: Work closely with Customer Service, Product, Marketing, and UX teams to align customer feedback with business strategy.
· Monitoring & Feedback Loops: Develop tools and mechanisms to continuously track client satisfaction (e.g., NPS, CSAT, CES) and ensure feedback is embedded in continuous improvement efforts.
· Recommendations & Strategy Support: Present findings in clear, compelling ways that support strategic decisions around service design and customer engagement.

Key Requirements:
· Bachelor’s degree in Market Research, Psychology, Business, or related field
· 2–5 years’ experience in customer experience research or service design (telecommunications experience preferred)
· Proficiency in customer insight tools (e.g., Qualtrics, Medallia, SurveyMonkey, etc.)
· Strong data analysis skills — Excel, Power BI, or other analytics tools
· Excellent written and verbal communication skills
· Empathy-driven with a user-first mindset
· Ability to translate data into real-world customer experience improvements