CX Researcher/Senior Research Exec

Contract Role: Customer Insights Researcher

Join one of the world's largest and most influential media publishers

Day Rate - 300-350

Ir35 - Outside

Location - Hybrid/Remote

Duration - 4 Months

We're seeking a Customer Insights Researcher to lead the development and delivery of a global CSAT (Customer Satisfaction) programme for one of the most iconic media brands in the world. This is a high-impact contract role where you'll shape how millions of readers experience our products across multiple markets.

🌍 About the Role

As part of the central Insights function, you will be responsible for building and rolling out a scalable, legally compliant CSAT programme across key international markets. You'll work cross-functionally with product, legal, and local market teams, and deliver actionable insights to senior stakeholders.

🔑 Key Deliverables

• CSAT Programme Framework: Develop a fully scoped and documented CSAT programme that supports ongoing customer experience measurement.
• Global Survey Rollout: Deploy a live CSAT survey in at least three international markets (excluding the UK).
• Legal-Compliant Panel Workflow: Define and test an opt-in workflow with confirmed legal compliance.
• Actionable Insights: Conduct at least one full cycle of feedback analysis and present recommendations to senior stakeholders.
• Handover Enablement: Create a playbook or guide to support internal teams after the end of your term.
• Ongoing Communication: Provide weekly updates to the Director of Insight and deliver market-specific updates as needed.

✅ You'll Bring

• Experience in customer or user research, ideally within media, publishing, or digital products
• Expertise in CSAT, NPS, or CX measurement frameworks
• Familiarity with research compliance, GDPR, and opt-in workflows
• Strong analytical skills and the ability to turn data into clear, actionable insights
• Excellent communication skills and stakeholder engagement experience
• Comfortable working independently in a fast-paced, global environment

Desired Skills and Experience

Key Skills

Customer Experience (CX)

Customer Satisfaction (CSAT)

Net Promoter Score (NPS)

User Research

Qualitative & Quantitative Research

Survey Design (e.g. Qualtrics, SurveyMonkey, Google Forms)

Data Analysis

Insight Generation

Stakeholder Management

Research Compliance

GDPR & Data Privacy

Panel Management

Research Frameworks

Market Research

Customer Feedback Analysis

Communication & Presentation

Cross-functional Collaboration

💼 Relevant Experience Keywords

Media & Publishing Industry

Digital Products

International Research Projects

CX Strategy Development

Legal & Compliance Liaison

Remote Team Collaboration

B2C Research

Contract/Consulting Roles