CX Research Operations Coordinator

Job Description

Requirements

• Skills & Competencies:
• System Builders: Strong process design and organisational skills with a proven ability to build sustainable systems rather than temporary workarounds.
• Data-Driven Operations: Highly comfortable with data, tracking clean metrics, detecting anomalies, and generating Finance-ready reporting without supervision.
• Regulatory Knowledge: Working knowledge of NDPR or equivalent data protection regulations, including consent management and right-to-erasure obligations.
• Project & Privacy Certifications: Project management certification (PMP, PRINCE2, or equivalent) and data protection or privacy compliance training (NDPR, GDPR, or equivalent) are preferred.
• Technical Administration: Experience administering CRM or participant management platforms, survey tools, or contact centre systems is preferred.

Responsibilities

• Responsibilities:
• Research Participant Panel Management: Build and maintain a large, standing panel of active, consented, and well-segmented research participants across all product areas and customer segments. Design and operate the participant recruitment pipeline, sourcing participants through multiple channels while maintaining panel segmentation at a highly granular level. Track and report on panel health (coverage, engagement, profile quality, and consent freshness), run re-engagement programmes, manage annual re-consent cycles, and oversee all participant onboarding, maintenance, and offboarding.
• Session Coordination: Manage scheduling for all research sessions across the function, including interviews, usability tests, large-scale panels, and outbound research calls. Send participant invitations, reminders, and confirmations through appropriate channels, track attendance, manage rescheduling, and coordinate logistics for periodic large-group sessions.
• Incentive Fulfilment: Manage the complete participant incentive lifecycle from confirming session completion to disbursing rewards. Maintain a complete and accurate incentive ledger, resolve fulfilment failures promptly, and produce regular incentive reconciliation reports for Finance.
• Tooling & Systems Administration: Own and administer the research function's tooling stack, including participant management systems, survey platforms, research repositories, and communication tools. Ensure all researchers and specialists have the necessary access, training, and support, serving as the first point of contact for system issues or process breakdowns.
• Data & Compliance: Maintain up-to-date customer satisfaction data per product area and flag significant changes promptly. Ensure all participant data handling and panel communications remain strictly compliant with NDPR and applicable data protection regulations. Maintain a complete consent register, process deletion requests within regulatory timelines, and enforce data retention policies.
• Team Contribution: Contribute to the continuous improvement of research operations processes and tools, and support the onboarding of new researchers and specialists into the function's operational systems.
• Experience & Background:
• Bachelor's degree in Business Administration, Information Management, Social Sciences, Statistics, or a related field.
• 3+ years of experience in a research operations, programme coordination, or operational management role — preferably in a research, product, or technology organisation.
• Experience in qualitative and quantitative market, customer, or UX research.
• Proven ability to conduct and analyse customer interviews, usability tests, diary studies, and surveys.
• Demonstrable experience building and maintaining participant or customer panels.
• Familiarity with financial technology or a regulated consumer product environment is preferred.
• What success looks like in this role:
• Panel Health: Maintaining an optimal panel size alongside strong coverage, engagement rates, profile completeness, and consent freshness across all product areas.
• Operational Execution: Achieving a high research session fulfilment rate and turnaround compliance across the entire function.
• Financial Accuracy: Ensuring incentive fulfilment speed and accuracy maintain a near-zero failure rate, with prompt resolution protocols when discrepancies occur.
• Function Efficiency: High researcher satisfaction with operational support, successfully enabling researchers to spend their time on core research rather than logistics.
• Flawless Compliance: Maintaining strict NDPR compliance with zero consent or data handling violations.