CX Researcher (Customer Journey) (Automotive)

TL;DR

CX Researcher (Customer Journey) (Automotive): Understanding and improving the end-to-end customer journey for a high-profile automotive client with an accent on qualitative and quantitative research, journey mapping, and service blueprints. Focus on uncovering customer pain points and translating complex research into actionable strategic recommendations.

Location: Hybrid in London, United Kingdom (office presence average 4 days a week)

Company

hirify.global is a leading creative company combining brand experience, customer experience, and commerce to drive growth for global blue-chip brands.

What you will do

• Plan and execute qualitative and quantitative research to map end-to-end automotive customer journeys across multiple touchpoints.
• Create and maintain customer journey maps, service blueprints, personas, and behavioural frameworks.
• Synthesise complex research findings into actionable insights to inform journey design and strategic decision-making.
• Collaborate with CX Strategists, UX Designers, and Product teams to embed customer insights into delivery processes.
• Analyse behavioural data and VOC (Voice of Customer) data to identify emerging trends and opportunities for improvement.
• Facilitate workshops and present research findings to internal teams and senior client leadership.

Requirements

• Must be based in or able to work hybridly from London, United Kingdom.
• Strong experience in CX Research, UX Research, Service Design Research, or Customer Insight.
• Proven track record of researching end-to-end customer journeys in complex enterprise or multi-channel environments.
• Expertise in a variety of research methodologies including interviews, surveys, usability testing, and ethnographic research.
• Ability to create high-quality journey maps, service blueprints, and strategic frameworks.
• A strong portfolio demonstrating research approaches and measurable experience improvements.

Nice to have

• Experience in automotive, retail, mobility, travel, or financial services industries.

Culture & Benefits

• Permanent employment with a discretionary bonus scheme and competitive pension.
• Medical insurance and life assurance.
• Professional training opportunities and career development support.
• Flexible family-friendly policies and options to buy/sell holidays.
• Inclusive culture driven by values of Heart, Brains, and Courage.