Customer Research Lead 80%

Do you have a positive mindset, know how to promote a team and live a strong focus on customer-centricity? We are looking for an experienced lead to support our CX research team to promote strategic and tactical customer insights across the organisation.
Migros Online
Migros Online AG - Zurich Limmatstrasse 152 8005 Zurich
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What impact do you have?
Grow and mentor your team, create a culture of positivity, innovation, performance, and support.
Oversee Voice of Customer (VoC) initiatives, ensuring customer feedback and market trends are effectively integrated into strategic decisions.
Monitor and analyse customer satisfaction to identify areas for improvement.
Be responsible for empowering all researchers for all stages of the research process throughout the product development cycle, running the research activities, planning and guiding.
Collaborate closely with the leadership of product design, engineering, data and product management.
Help to establish a shared language for alignment between research, design and the broader business teams.
Ensure transparent communication by promoting and amplifying insights and outcomes and their cross-influence.
Ensure best practices for generative and evaluative research (methods, processes, tools, etc.)
Identify new strategic areas of focus to enhance the customer experience. Lead strategic research across the company.
Collaborate with product leadership to define and prioritize strategic focus topics and tasks.
Work hand-in-hand with the Data Analytics and Data Science team to enrich our qualitative insights with data, providing a comprehensive understanding of user behaviours and trends.
Work closely with cross-functional teams such as Customer Care, Marketing, Category Management, Business Development, and Logistics to ensure customer insights can be used to drive tactical execution.
Ensure that leadership is equipped with relevant user insights to drive strategic and tactical decisions, enabling them to make informed choices that align with customer needs and business goals.
Present results and recommendations to senior leadership for further customer experience optimisation.
What do you offer?
Completed degree (university / university of applied science / higher technical college)
HCI/Computer Science, Psychology, Social Sciences, Human Factors or work experience in a similar field with a strong focus on UCD, UX and digital products
At least 3 years of experience in a similar role
In the field of User Experience and/or Customer Experience Research, Innovation
- and Product Development or similar.
German (business fluent)
English (business fluent)
French (beneficial)
Well-founded expertise in Customer and User Experience Research.
Excellent communication and leadership skills. You master developing your team members.
Ability to inspire and motivate others and to go the extra mile to achieve desired outcomes.
A positive mindset and the fundamental belief that we are better together
You are focused on our customers and help constantly to expand the understanding of our customer’s problems, needs and behaviors.
The ability to handle ambiguity and complexity.
What do we offer you?
Mobile flexible working model
Work at home or in different locations with flexible schedule based on your position
Individual continuing training
We value your development and participate in your growth and offer a budget for it
Maternity/paternity leave
18-week maternity leave paid at 100% and 4-week paternity leave paid at 100%
Personal responsibility & freedom
We value direct communication and involve our employees in the decision-making process
Informal culture
We stand for respectful cooperation on the same level
Employee offers
**Various offers at attractive rates**: Migros Online delivery subscription, Migros Bank, Migrol, Mobility, Axa Winterthur, etc
Find out more about the company
Application & Contact
Lisa Walther
HR Business Partner
Recruitment process
Personal video or telephone call
Interview with HR & specialist department
Technical interview with case presentation
Getting to know the team
Offer & issuance of the contract