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Customer Experience Research Officer - Charity

£30000 - £36000 per annum
Clientside, Quantitative, Qualitative

Are you an experienced research professional, who is passionate about making a difference through insight? Are you looking to work in a charitable organisation, where you can be part of a respected Research & Insight team, working across several disciplines? If so, this could be the role for you.
The Company
Based in Dorset, our client is a charity who pride themselves on delivering high quality service to their volunteers, customers and users. They believe in working together to make improvements and to drive satisfaction. They are looking for a Research Officer to join their Customer Experience team on a fixed term contract until the end of 2019. This role will suit someone who is looking to make a difference in a company and where they can see their work have real impact on decisions. They are offering a competitive salary for the right candidate.
The Role
This role sits in the wider Research & Insight team, where you will have the opportunity to work with other researchers as well. You will be focused on understanding and improving the customer experience, through the design and creation of research projects.
Key duties include:-
- Scoping out briefs with stakeholders in the organisation
- Designing suitable research programmes that will answer the internal business questions
- Writing questionnaires and topic guides, to be used in the fieldwork
- Moderating groups and in-depth interviews where required, and carrying out ethnographic pieces as well
- Overseeing the projects throughout the fieldwork and checking that these are completed to spec
- Where needed, commissioning research agencies
- Carrying out the analysis and pulling together the story from the findings to present back internally

The Candidate
- The ideal candidate will be educated to degree level, with a strong grounding of quantitative and qualitative research methodologies
- You will be confident in designing research projects that fit the briefs and executing these in a timely and accurate manner
- Ability to draw out key messages and tell the story from the findings
- Putting the customer at the heart of all of the work that you do, to drive improved customer satisfaction
- You will be competent in using Excel and PowerPoint and will have worked in customer experience before

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