CX Researcher

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Role purpose

Purpose of this role is to use research and data intelligence to produce insights into customer behaviour to help guide strategy and decision making to support IDP’s ‘customer first’ transformation

Inform IDP’s global CX Research program with relevant insights and intelligence developed from research, data analysis activity. 

Develop reports to share observations and recommendations with relevant business departments.

Monitor the quality and effectiveness of datasets and develop strategies for their enhancement or efficiencies

Undertake analysis to identify business growth opportunity, contributing data/insights to business cases for new products and services

The “senior” element to this role recognises the candidates’ skills and competency is established sometimes to always. It recognises they require little to no assistance to perform high quality activities, across customer segments and across complex research tasks.

The CX Researcher – Senior role supports the broader global CX Research programme.

Key accountabilities

Deliver high quality insights and data which enhance

customers experience

competitive understanding and/or

support business development

converting analytical findings into meaningful and actionable insights, identifying and communicating opportunity

Administrate and coordinate multiple and differing customer sets and labs, surveys, interviews and focus groups

Student and Network panel/sample primarily

Client and Parent panel/samples

Competitor panel samples  

Employee panel samples

Panels/samples must be up-to-date and accurate.  

Required experience

Requires demonstrated intermediate research experience, ideally in a consulting/professional services role

Must have strong qualitative research experience, including focus group and 1-2-1 interviewing experience.

Requires excellent data and English skills (IELTS 7 or better)

Requires demonstrated intermediate or above Excel and PPT capability

Requires a demonstrated customer first mindset

Requires passion for data and analysis with demonstrated ability to turn complex data into actionable insight, communicate opportunities and recommendations via professional written reports and presentations as appropriate to the audience and medium

Strong business acumen with the ability to provide appropriate context to offer the ‘so what’ as well as the ‘what’ to identify and seize commercial opportunities.