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DATE ADDED: Thu 14/03/2019

Senior Research Executive-Customer Experience

London, UK
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COMPANY: IPSOS MORI

JOB TYPE: Permanent

Have you ever had a terrible customer experience and wondered how many others have had the same experience and why the company doesn't fix it? Or had a great experience and told your friends about it? These interactions can make or break a business's reputation and these the types of things we investigate for our clients.

We are recruiting for an experienced Senior Research Executive to join tour Customer Team. You'll be working with clients across numerous sectors including travel and leisure, transport telecoms and energy to help deliver better experiences for their customers.

We are the trusted advisor to the world's leading businesses on all matters relating to measuring, modelling and managing customer relationships. Our goal is for our clients to maintain and build relationships with their customers that are both fair to the customer and profitable for our clients' businesses. Our offering spans the likes of real time Voice of the Customer feedback to strategic relationship studies, deep dive exploration of customer journeys, advanced analytics and 'big data', with a mix of both tracking and ad hoc studies.

The Role:

You'll be working across a mix of clients and sectors, each having its own client servicing team so you'll work with a mix of people. Our work is mainly quantitative but there could also be scope to be work jointly with our CX qual team should opportunities arise.

You'll be -

  • Managing day to day client communications
  • Involvement in proposals and pitches: contributing to design, costings, proposal and pitch writing, discussions with clients
  • Survey design: working with clients to pose questions in the most effective way
  • Interrogating data to answer clients' business questions which could incorporate survey data, text analytics and companies' own data
  • Telling stories with data and ensuring our work has an impact
  • Displaying information in the most effective and impactful way
  • Ensuring projects are delivered on time and on budget
  • Helping to coach more junior staff working with you

About You:

We are looking for someone who love working with quantitative research! You'll be exposed to the latest in methodological design and customer insight in a role that will cover writing proposals, research design, conducting analysis and presenting the findings - building great client relationships along the way.

We are looking for someone with proven years of agency experience with emphasis on quantitative research. You'll be someone who questions the status quo as we are always looking for how we can do things better and everyone contributes to that.

As you'll be working with quantitative data, you'll be someone who is confident in analysing complex data and preparing reports and presentations to both a high standard and to deadline and approach your work with accuracy and attention to detail in all communications. You'll need a practical knowledge of Excel and reporting packages such SPSS and/or Dimensions (would be desirable).

We have a specialist project management team who will work on projects with you. They cover elements such as setting up robust PM processes and quality procedures throughout such as link checking, fieldwork management and data checking therefore these elements are outside the scope of this role.

We love doing research that has an impact and want to inspire our clients to make better decisions. We harness our size and scale to enable our employees to 'be the best me'. We celebrate everyone's uniqueness, encouraging people to succeed, take the initiative and perform at their best. We are looking for someone who can hit the ground running and who will get on well clients and colleagues, if that sounds like you, then we look forward to receiving your application!

About Us:

We are one of the world's largest research companies and currently the only one primarily managed by researchers. With offices in 88 countries, 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 commitments you may have outside of work and we consider all flexible working applications - please highlight what you are looking for when you make your application.


Role: Senior Research Executive-Customer Experience
Job Type: Permanent
Location: London,

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