Research & Experience Analyst

About the Position

Research & Experience Analyst

Location: London, United Kingdom

Work Mode: Remote

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Company Description

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes.

Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other.

It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.

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Responsibilities

• 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.)

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Requirements

• Qualifications:
  • 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

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We Offer

• Rewards & Benefits:
  • Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.
  • Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.
  • Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program.
  • Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.
  • Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.

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About the Company

At Quadient, our Smart Work approach fosters connection, collaboration, and innovation while offering flexibility based on role requirements. Whether on-site, hybrid, or remote, our work environments are designed to support productivity and engagement. Hybrid employees balance remote and in-office work, on-site roles contribute daily to our vibrant workplace culture, and remote employees stay connected through virtual collaboration and in-person events. No matter where you work, you’ll be part of a dynamic, people-first community that drives success together.

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Be yourself at Quadient

Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice.

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We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at [email protected]

Quadient is an Equal Employment Opportunity Employer. We firmly believe in zero discrimination in employment on any basis, including race, color, religion, sex, national origin, age, disability, veteran or military status, genetic information, citizenship status, and any other characteristics protected by local, state, or federal law.

People. Connected.