Senior CX Researcher (x,f,m) Berlin

Ready to shape how customers experience banking? The DKB has more than 5 million customers, all of whom will benefit from the platform and applications built with your research in mind. Alongside our retail segment, we serve a diverse range of business clients. Their needs range from complex financing to digital payment and liquidity solutions. At DKB Code Factory, we make sure we "design the right thing before designing the thing right". Your mission as a mixed-methods Senior CX Researcher will be to uncover and analyze these diverse needs and workflows, focusing on the entire customer experience. Your insights will directly influence strategy, products, and interactions.

Responsibilities

• Lead end-to-end CX research using a deliberate combination of quantitative and qualitative methods (interviews, surveys, KPI systems, experiments).
• Set up new CX measurement areas and quantitative research frameworks , building foundational capabilities in an evolving data environment.
• Design and maintain CX measurement frameworks (e.g. CSAT, NPS, CES, journey-level KPIs).
• Develop high-quality survey instruments , sampling strategies, and analysis plans.
• Conduct advanced quantitative analyses (e.g. driver analysis, segmentation, trend analysis, conjoint analysis, Kano analysis).
• Design and evaluate A/B experiments for products, journeys, and campaigns, to measure effectiveness and behavioral impact.
• Apply behavioral science principles to product development (e.g. choice architecture, ecological rationality, cognitive shortcuts, mental models).
• Ensure triangulation between metrics, behavioral data, and qualitative evidence.
• Integrate behavioral, attitudinal, and experiential data into coherent insights .
• Translate research findings into clear, actionable recommendations for product teams, design, marketing, and business stakeholders.
• Mentor junior researchers and support methodological capability building within the team.
• Collaborate closely with product management, UX/UI design, marketing, and sales to shape holistic, user-centered solutions.

Qualifications

• Experience & Ownership: You have extensive experience in UX/CX Research, User Research, or Customer Insights with full end-to-end responsibility for projects — from planning to execution and presentation.
• Methods & Data: You have strong expertise in quantitative and qualitative research methods; statistics, and survey design, experimentation and A/B testing in digital products, behavioral science concepts and their application in UX/CX contexts, proficiency with data analysis and experimentation tools, skilled at combining data, identifying patterns, and deriving actionable insights.
• Outcome Focus: You ensure research drives impact, from translating insights into clear recommendations to supporting implementation and measuring results.
• Product Development: You are familiar with the full product lifecycle, from early concepts to prototypes, collaborating closely across teams.
• Communication & Stakeholders: You have excellent skills in presenting, facilitating workshops, and aligning diverse stakeholders in both German and English.
• You are passionate about your work and value your personal time.

Got the feeling not to match every single requirement? Don’t worry! We encourage you to apply anyways, even if your qualifications do not align perfectly. You might still be just the right candidate for us!

From Morning Daily to Afterwork Drink, team spirit is essential to us. The heart of our togetherness is that we truly are connected with each other: We not only share fun and laughter, but also honest opinions - because that’s how we grow. We exchange ideas, give support in our personal development, and celebrate success together. Besides our great community, we also offer numerous other benefits.