CX Research Analyst (French Speaker)

About the Role

We’re seeking a highly capable Customer Experience (CX) Research Analyst who combines deep analytical thinking, strong storytelling, and exceptional communication skills. In this role, you’ll own research end-to-end: designing studies, analyzing data, crafting insights, and presenting to senior stakeholders. The right candidate will produce executive-level memos and presentations with no further editing required—fully polished work.

Key Responsibilities

• Lead the planning, design and execution of CX research studies—qualitative (e.g., interviews, focus groups, journey mapping) and quantitative (e.g., surveys, metrics, transaction/behavioral data).
• Collect, clean, analyze and interpret data from multiple sources—surveys, customer feedback, transactional/operational datasets, CRM, support/ticket systems—to surface patterns, root causes, and opportunities.
• Structure research output in a clear, “thesis-like” format: hypothesis → investigation plan → findings → implications → recommendations.
• Write polished executive-level memos, briefs and presentations that distill complex ideas into concise, compelling narratives requiring no proofreading before distribution.
• Build compelling visualizations and dashboards to help stakeholders easily consume insights and make decisions.
• Partner cross-functionally with product, marketing, operations, CX strategy, and other teams to integrate insights into business decisions—informing product development, segmentation, journey enhancement, service design, etc.
• Support the development and maintenance of CX measurement frameworks (e.g., NPS, CSAT, CES), ensure research ties to business performance and customer outcomes.
• Monitor industry trends, competitive benchmarks, and external customer experience research so you’re proactively surfacing ideas and insights.
• Maintain a research backlog, manage project timelines autonomously, prioritize deliverables, and ensure high quality, error-free outputs.
• Continuously improve research design, methods and processes—identify new data sources, apply newer analytics techniques, challenge assumptions, and raise the bar.

About You

• Minimum 3 years of relevant experience in CX research, customer insights, market research, analytics, or a related research-intensive role.
• French speaker is a must
• Proven ability to work independently—take ownership of research projects, from conception through to delivery—with strong critical thinking, initiative and autonomous working style.
• Exceptional writing, storytelling and presentation skills—you’re comfortable writing for, and presenting to, senior executives without the need for additional proofing.
• Strong analytical mindset: comfortable with both qualitative and quantitative methods, able to interpret both large datasets and rich customer feedback.
• Skilled at structuring research and findings clearly and logically, in a “thesis-like” format.
• Excellent presentation skills and experience building decks/memos that influence business stakeholders.
• Proficiency with research and analytics tools (Excel, PowerPoint, survey platforms, data visualization tools like Tableau/Power BI, familiarity with statistical or scripting tools a plus).
• Strong collaboration and stakeholder management skills—can distil technical work into meaningful stories for non-technical audiences.
• Highly organized and detail-oriented with the ability to handle multiple projects and manage timelines autonomously.