CX Researcher (Customer Journey)

We are seeking an experienced and insight‑led CX Researcher to join a dedicated Customer Journey workstream supporting a high‑profile automotive client. This role focuses on understanding and improving the end‑to‑end customer journey across key automotive experiences — from initial brand discovery and vehicle research through to purchase, ownership, servicing, retention, and loyalty interactions.

Key Responsibilities

• 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.
• Synthe...