Research & Experience Analyst

Your role in our future: - Customer Research & Analysis - Design and manage quantitative and qualitative studies: from drafting questions to producing and presenting insights - Analyze customer data (satisfaction surveys, ad hoc surveys, CRM, verbatim comments, digital data…) - Generate actionable insights for internal teams - Share insights with appropriate content and format depending on the audience (written and oral presentations) - Customer Experience Management - Mapping customer journeys - Identify pain points and opportunities for improvement - Co-develop action plans with different internal stakeholders - Monitoring KPIs - Defining and tracking key metrics (CSAT, CES, etc.) - Implement dashboards and regular reporting - Measure the impact of improvement initiatives - Project management - Coordinate projects related to the customer experience - Collaborate with marketing, digital, customer service, and IT teams - Manage external service providers (market research firms, CX consultancies, etc.) Your profile: - Master’s degree (business school, marketing, statistics, social sciences) - At least 5 years of experience in market research, insights, or customer experience ideally in market research agency - Research methodologies (quantitative and qualitative): social sciences and statistics - Data analysis (advanced Excel, ideally tools such as Power BI, Tableau, etc.) - Proficiency in new approaches to data collection and reporting using AI - Proficiency with Microsoft Office and research tools such as SurveyMonkey… - Strong understanding of omnichannel customer journeys - Fluency in English is required: working language (spoken and written) ; another language such as French is welcome, but not mandatory - Ability to grasp technical topics: tech, B2B, regulatory issues: electronic invoicing, etc. - Analytical and synthesis skills - Excellent oral and written communication skills - Project management and cross-functional collaboration - Strong customer focus / empathy - Critical thinking and proactive approach - Structured and logical