Your role as a Senior Researcher will be essential in building and strengthening the Customer Experience Research Group (CRG). You will work closely with team members and management to drive research initiatives that support strategic goals. While contributing to research projects, your primary focus will be supporting the Research Manager in establishing research processes, developing organizational structures, and mentoring entry-level staff.

You will leverage your expertise in research practices, including stakeholder management, problem-solving throughout the research cycle, and assisting with change management implementations. Your role will contribute to the company’s strategy of enhancing Customer Experience and achieving business objectives by empowering CRG to investigate problems and recommend strategic initiatives. Additionally, you will foster a positive working environment with Leadership, Department Heads, and all levels of staff, from Supervisors to Rank-and-File roles.

Responsibilities:

• Lead and optimize research processes, ensuring efficiency in documentation, repositories, and administrative functions.
• Provide resolutions and insights based on past projects, proactively addressing challenges and driving research excellence.
• Identify gaps and opportunities for team development, contributing to the continuous improvement of research frameworks, methodologies, and tools.
• Collaborate with cross-functional teams to align research strategies with business goals.
• Mentor and support junior researchers, fostering a culture of learning and innovation within the team.
• Conduct and oversee qualitative and quantitative CX research (especially critical projects that directly impact ROI), including user interviews, surveys, journey mapping, and data analysis.

Requirements:

• At least 2 years experience working with research teams and contributing in end-to-end research projects
• Prior experience in mentoring or leading researchers within an organization.
• Strong skills in different quantitative/qualitative methods for data gathering and data analysis as well as tools or softwares (Must be proficient in Google Suite)
• Knowledge of design thinking methodologies and their application in CX research.
• Strong communication skills in securing stakeholder buy-in and delivering results with business impact
• Language proficiency in Tagalog, bonus with other local languages like Binisaya, Ilonggo or Chavacano

Please refer to job description.