London

Are you looking to develop a career in within one of the world’s largest Research Organisations?

This is an exciting time to join our growing Customer Experience research team.  We work for leading global businesses on programmes to improve the experiences they deliver to their customers.  Customer Experience is a dynamic and expanding field that has been revolutionised by technology and analytics in recent years while also requiring strong insight and consultancy skills to get behind the ‘So What’.  It goes to the heart of some of the major challenges and drivers of business success today.

The role:

This is a critical, senior role within the Customer Experience Research & Insights team, and is key to the delivery of well-designed projects, business relevant insights and strong client relationships. The team works across sector including telecoms, technology, travel, transport, leisure, utilities, B2B, financial services, employee and government sectors.

We are proud that our work helps clients put the customer at the centre of their business, enabling them to match their customer experience to their brand promise. Our output is used in service and product design, both at the strategic and tactical level, to improve the experience for customers.

What will I be doing?
This is an extremely varied and interesting role including:-
  • You will be one of eight directors in a growing team of around 35 researchers. You will work as part of the leadership team to drive our capability in customer experience research.
  • You will have a passion for CX and for proving its worth within client organisations, having a track record of delivering impact in the field. You’ll be able to bring your own stories and experiences to help our clients put in place best practice CX research that delivers tangible results.  This is primarily a quantitative role, though we expect our directors to be comfortable engaging clients across a range of research techniques and more broadly on CX strategies and thinking. You’ll be leading client conversations and relationships, as well as being involved in developing new business.
  • The Research and Insight team works closely with two other key functions – our Project Management team and our CX Centre of Excellence. All projects have allocated PMs, meaning your focus is on research design and impact. The CX CoE offers many advisory capabilities such as ROI modelling, CX maturity assessment and target setting, to name but a few, and you will be working with them to bring these capabilities to addressing client needs.
  • We work across a variety of different sectors and with well-known global and UK brands. We are interested in people with expertise across a broad range of sectors.  Tech/telco, FS and B2B are  particularly interesting areas of opportunity at the moment. The business is growing strongly, reflecting the significant investments we have made in recent years. It’s an exciting time to join us as we continue to expand both in size and capability.
  • There are many opportunities to get involved in workstreams that suit your individual skills and interests. As examples these could be around innovation in CX research, helping making us more famous in the CX market, developing our Generation Ipsos colleagues who are in the early stages of their careers, or delivering real impact for our clients.

What do I need to bring with me?
 To be successful in this role you will need the following skills and experience:-
 
  • Be an experienced Research Director with a proven background in customer experience, well versed in both ongoing and ad hoc customer experience work;
  • You’ll be experienced in working closely with technology platforms such as Medallia and Qualtrics;
  • You’ll have a track record of international / multi-country programmes / projects;
  • You will be knowledgeable across a range of quantitative and qualitative research techniques;
  • Passionate about customer experience and the value of CX research. You know what the ingredients of great customer experience are nd have ideas about how clients can improve them;
  • You’ll able to articulate your point of view on CX persuasively;
  • Consistently deliver with impact and maintain the highest professional standards.
  • Proven record of creating & growing client relationships;
  • Ability to drive commercial success;
  • Passionate about leading & inspiring people with an appetite to learn more;
  • Positive demeanor and be easy to engage with, and make time for others;
  • And you’ll be trustworthy, open & honest.

About us:

We are one of the world’s largest research companies and currently the only one primarily managed by researchers. With offices in 90 markets, Ipsos brings together research, implementation, methodological, and subject-matter experts from around the world, combining thematic and technical experts globally with local knowledge to deliver top-quality research.

Our culture is unique - we have the entrepreneurial spirit and quirkiness of a small boutique, but we also have the resources, scale and diversity of a large global agency. We have more bright, friendly, hard-working and enthusiastic people, from more backgrounds, with more interests, skills and experiences to learn from. Our values are based on our diverse cultural backgrounds, helping us to be responsive, client-focused and flexible.

We are committed to equality, treating people fairly, promoting a positive and inclusive working environment and ensuring we have diversity of people and views. We recognise that this is important for our business success - a more diverse workforce will enable us to better reflect and understand the world we research and ultimately deliver better research and insight to our clients. We understand the importance of choice and offer a blended work environment, office and work from home. We also realise you may have commitments outside of work and will consider all flexible working applications - please highlight what you are looking for when you make your application.

If this is what you are looking for from your next role, we look forward to hearing from you!