CX Research Operations Coordinator

Responsibilities

• 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
• 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
• Manage the complete participant incentive lifecycle from confirming session completion to disbursing rewards
• Maintain a complete and accurate incentive ledger and resolve fulfilment failures promptly
• Produce regular incentive reconciliation reports for Finance
• 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
• Serve as the first point of contact for system issues or process breakdowns
• 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 and process deletion requests within regulatory timelines
• Enforce data retention policies
• Contribute to the continuous improvement of research operations processes and tools
• Support the onboarding of new researchers and specialists into the function's operational systems

Requirements

• 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
• Strong process design and organisational skills with a proven ability to build sustainable systems rather than temporary workarounds
• Highly comfortable with data, tracking clean metrics, detecting anomalies, and generating Finance-ready reporting without supervision
• Working knowledge of NDPR or equivalent data protection regulations, including consent management and right-to-erasure obligations
• Familiarity with financial technology or a regulated consumer product environment is preferred
• Project management certification (PMP, PRINCE2, or equivalent) is preferred
• Data protection or privacy compliance training (NDPR, GDPR, or equivalent) is preferred
• Experience administering CRM or participant management platforms, survey tools, or contact centre systems is preferred