About the Opportunity Experience Advisors (XA) is searching for a Research Lead to own the strategy, execution, and storytelling for our largest Voice-of-Customer (VoC) and Voice-of-Employee (VoE) programmes . In this role you will: Direct end-to-end research engagementsfrom sample design to executive-ready insightsacross multiple, simultaneous client accounts. Manage a blended bench of internal analysts and contract specialists, plus external partners for panels, survey platforms, telephony, and data services. Design and facilitate various qualitative research activities (interviews, focus groups, mystery shopping), Translate vast data sets into actionable narratives that inform CX/EX strategies and inspire change at the C-suite level. Optimise research tooling (e.g., Qualtrics, Medallia, call-centre integrations) and champion best practices that raise quality and efficiency firm-wide. About the Role & Responsibilities Focus Area and What You''ll Do: Programme Ownership Lead large-scale VoC/VoE studies end-to-end: sampling strategy, instrument design, fieldwork, analytics, and debriefs. Resource & Vendor Management Scope, onboard, and oversee internal staff, contractors, and specialty vendors; negotiate budget and SLAs to ensure on-time, on-quality delivery. Methodology & Design Excellence Craft rigorous qual & quant designssurveys, interviews, ethnography, behavioural experimentsthat align to business objectives. Multi-Channel Deployment Configure and optimise survey platforms; integrate telephony, SMS, and digital intercepts for high response and data fidelity. Advanced Analytics & Insight Storytelling Apply statistical and behavioural analytics to surface patterns; turn findings into clear, executive-ready recommendations and roadmaps. Stakeholder Engagement Facilitate steering-committee sessions, present to senior leadership, and guide clients through interpretation and action planning. About You 5+ years in customer/employee research, CX/EX measurement, or insights consulting, including experience leading enterprise-scale programmes. Deep command of qualitative and quantitative methodssampling, questionnaire design, multivariate statistics, text analytics, and segmentation. Proven track record orchestrating vendors, survey platforms, and distributed teams while juggling timelines and budgets. Story-driven communicator who can distil complex data into compelling narratives for non-technical audiences. Bachelor''s or Master''s in Market Research, Statistics, Behavioural Science, or related field; advanced analytics certifications are assets. Core Competencies & Advanced-/Expert-Level Skills Competency and Skill Depth Project / Stakeholder Management Large-scale VoC/VoE programme leadership Vendor & contract management Research Design Quant & qual design Sampling strategy Research Facilitation survey-platform optimisation (e.g., Qualtrics) Multi-channel deployment Data Analytics Statistical & behavioural techniques Insight storytelling Executive reporting Report Writing Synthesising mass data into clear, audience-tailored findings You will thrive at The Experience Advisors if you can: Balance methodological rigour with pragmatic business sense. Orchestrate people and platforms with calm precisioneven when fieldwork is in full swing. Turn tens of thousands of data points into a three-slide ''so what'' for executives. Mentor rising researchers while embracing feedback on your own craft. Bring curiosity, resilience, and a dash of humour to fast-paced engagements. Why The Experience Advisors? Experience Advisors (XA) is the consulting and training arm of CSPN Inc.a pioneer in Customer, Employee, and Citizen Experience since 1997. We enable organisations to create exceptional interactions through strategy, research, journey mapping, and enablement programmes. Our re-imagined brand is on an aggressive growth trajectory, offering a workplace where curiosity is rewarded, collaboration is celebrated, and innovation is mandatory . Ready to shape the future of evidence-based CX and EX? Apply today with your rsum and a short note showcasing a research programme you have led from design to insight. XA is an equal-opportunity employer. Accommodations are available on request for candidates participating in all aspects of the recruitment and selection process.
Job Title
Research Lead for Advisory Services