About the Role
Lead research specialist embedded in Wiley’s Research business unit, responsible for designing, executing, and interpreting customer insight programs that inform enterprise-wide decisions. The role will own the customer experience research agenda, set rigorous research standards, and collaborate cross‑functionally to ensure all insight is actionable and aligned with business goals.
Responsibilities
- Own end-to-end customer experience research and analytics agenda, defining what Wiley measures, how it measures it, and why.
- Design insight frameworks for NPS, CX surveys, and other customer experience programs, determining questions, audiences, and methodology.
- Lead ad hoc qualitative or quantitative research to support the insights narrative.
- Establish and maintain best practices that ensure rigor and consistency across all insight activity.
- Own the integrity of customer experience survey programs over time, managing response rates and survey quality.
- Lead experience journey mapping and satisfaction analysis to identify pain points, opportunities for growth, and shifts in customer sentiment.
- Commission, interpret, and synthesize insight from business unit teams and external vendors, ensuring outputs are high quality, timely, and actionable.
- Act as strategic configurator of the Medallia platform – defining measurement, reporting, and prioritizing insight streams.
- Brief, quality‑control, and review vendor relationships, ensuring commercial and methodological standards are met.
- Collaborate with UX, Customer Service, Sales Enablement, and Digital Marketing to build a cohesive insight infrastructure.
- Partner with the Senior Manager, Customer Listening to package insights for stakeholder communications.
- Engage cross‑functional partners to ensure methodological standards and inputs are understood and respected.
Qualifications
- Obsessive commitment to insight quality and rigorous customer intelligence.
- Deep expertise in qualitative and quantitative research methodologies, including program design and external vendor commissioning.
- Strong analytical skills, able to distill complex data into clear, trusted intelligence for others to act upon.
- Proven ability in strategic configuration of insight platforms such as Medallia.
- Collaborative style with strong relationships across internal teams and vendor partners.
- Experience managing vendors and ensuring quality delivery.
- Program instincts for insight quality, able to push back when standards are at risk.
- Continuous drive for superior methodology and validity of insight outputs.
- Experience with research agencies and vendor management.
- Track record of building insight capabilities that organizations rely on.
Compensation & Benefits
Salary range: 58,400 GBP to 84,333 GBP. Competitive compensation and a comprehensive benefits package are offered.
Equal Opportunity Statement
Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual’s status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities.
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