Senior CX Researcher (M/W/D)

Company Description

You'll be joining one of the world’s largest privately owned real estate tech companies and a subsidiary of Axel Springer. Our mission is to unlock everyone’s perfect place! You'll work across some of Europe’s best known digital real estate brands including: 🇫🇷 Meilleurs Agents, 🇫🇷 Groupe SeLoger, 🇧🇪 Immoweb, 🇩🇪 Immowelt, 🇪🇸 Housell and 🇮🇱 Yad2.

You’re most productive when you have the freedom to work with true flexibility.

That’s what we offer you here at AVIV Group.

Job Description

As a Senior CX Researcher, you will play a critical role in shaping the future of our customer experience through deep, data-driven insights. You will be responsible for leading advanced quantitative research to assess and improve our real estate marketplace's customer journey. Your work will influence key product and marketing decisions across the company. Collaborating with cross-functional teams, you will ensure the customer voice is embedded in every strategic decision.

WE ARE LOOKING FOR AN INDIVIDUAL WHO CAN:

1. Quantitative Research Design & Execution 

• Lead the design and execution of CX tracking studies such as NPS, CSAT, and Perceived Value Measurement (PVM) across touch points.
• Manage end-to-end research projects: from hypothesis generation, study design, survey development, data analysis, and presenting findings.
• Utilise advanced statistical methodologies (such as cluster analysis, regression analysis) to inform insights on customer segments and behavior patterns.
• Continuously improve processes for customer journey mapping, using customer feedback and behavioural data to enrich experience maps.
• Work with Qualtrics and other research tools to visualize and track real-time digital customer experiences at scale.

2. Cross-functional Collaboration

• Partner closely with Product and Design teams to translate insights into actionable strategies for improving the customer journey and driving product improvements.
• Work with Commercial and Brand teams on market research initiatives to ensure customer-centric strategies.

3. Strategic Impact

• Influence product roadmaps and commercial strategies by delivering impactful insights on customer behavior.
• Provide data-driven recommendations to optimize the real estate agent and buyer experience across digital platforms.

4. Mentorship and Knowledge Sharing

• Act as a mentor to junior researchers, sharing expertise in quantitative methods and research best practices.
• Contribute to building a research-driven culture across the organisation by championing data-informed decision-making.

Qualifications

AN INDIVIDUAL WHO HAS: 

• Education: Bachelor’s or Master's degree in Psychology, Sociology, Market Research, Statistics, or a related field.
• Experience: 5+ years of experience in CX research, with a strong emphasis on quantitative research methodologies.
• Proven expertise in survey design, statistical analysis, and advanced data interpretation.
• Demonstrated ability to run complex CX research projects, ideally in a tech environment.
• Technical Skills: Strong working knowledge of Qualtrics, SPSS, R, or similar platforms for statistical analysis.
• Experience working with integrating survey data, and using digital experience tools to monitor and visualize customer behavior.
• Strong product thinking skills, capable of translating research insights into actionable product recommendations.
• Exceptional communication and stakeholder management skills, with the ability to deliver clear, actionable insights to senior leaders.
• Ability to work independently, prioritize tasks, and manage multiple projects simultaneously.

Desired Skills:

• Experience in mapping and enriching customer journeys.
• Experience in qualitative research methodologies is a plus, especially as it pertains to collaborating with mixed-methods teams.
• Proficiency in NPS, CSAT, and CES measurement frameworks.

Additional Information

NEXT STEPS:

Unlock your perfect job with us today and make an application. The recruitment process includes:

1. Phone call with recruiter (expectations and circumstances)
2. Hiring Manager Interview
3. Case study
4. Interview with Stakeholders
5. Conclusion

BENEFITS:

• 30 days annual leave
• Hybrid or remote working options
• Flexible working hours
• Company pension scheme
• €50 public transport allowance
• €100 allowance for glasses
• A mix of Health and Wellbeing benefits
• Bicycle leasing (Job Rad)
• Berlin only - Subsidised canteen
• Berlin only - Kindergarten
• Charity fundraisers

At AVIV, we are an equal opportunities employer and an organisation where everyone is welcomed to be their authentic selves. We strongly encourage individuals with visible and non visible disabilities, all educational backgrounds, people from minority backgrounds, those from the LGBTQIA+ community and parents and carers to apply. If you need reasonable adjustments at any point in the application or interview process, or wish to discuss part time or flexible working requirements, please let us know.In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).
Our ambition is to be the leading Employer in PropTech across Europe and this is a pivotal time to join us and unlock your perfect job!