CX Researcher (multiple positions) (m / f / d)

Deutsche Telekom connects millions of people around the world.

We are a leading telecommunications company and a trusted companion in a connected world, at home, at work, everywhere. We believe technology should serve people and the planet.

We balance innovation with responsibility, combining business success with social and ecological impact.

Our goal is simple: connect everyone to the opportunities of now while shaping a sustainable tomorrow.

Within Telekom, Products Innovation Experience (PIX) brings this vision to life. Designers, product thinkers and technologists from many disciplines work side by side to create products and services that people love and trust.

The heart of PIX is its people. Brave, curious and driven by purpose, they grow and innovate together.

We value empowerment and balance, because meaningful innovation begins with people who feel inspired to create.

We are looking for two outstanding CX Researchers (m / f / d) to join our Design & Customer Experience team and help to ground innovation in deep customer understanding by taking over one of the following roles:

- CX Insights Lead for one of our digital business fields

- CX Insights Expert with specialization in Quant- and Neuromethodologies

What We Provide

We believe great work happens when people feel trusted, supported and inspired. Our culture combines ambition with humility, bold in what we create and grounded in how we collaborate. Our culture comes to life through:

• Value-based innovation culture that unites creativity, responsibility and purpose.
• International and diverse team of creative minds collaborating across domains and locations, empowered by Telekom’s world-class capabilities.
• Responsible impact through near-term and visionary projects that shape how people and businesses experience technology worldwide.
• Creative environment that encourages experimentation and collective problem-solving.
• Continuous learning and growth through horizontal and vertical development opportunities.
• Caring leaders who empower career development and a positive work environment.
• Flexible hybrid setup based in Milan, with collaboration shaped by project and individual needs (up to 50 % onsite, up to 20 % travel).

What You’ll Do

You enable customer-centric evidence in international fast-moving digital environments, balancing depth and speed to keep decisions grounded and impactful.

• Leverage team outcomes – mentor less senior researchers, reviewing and inspiring them.
• Ensure excellence – create best-practices, set new standards and measure your success.
• Facilitate alignment – connect product, design, data and commercial with research through effective facilitation.
• Overcome ambiguity – Draft clear stories and actionable recommendations.

o Specific addition for CX Insights Lead:

• Detect opportunity windows – recognize when what would help whom considering business interests and CX impact.
• Plan and coordinate research – through development phases, expertly choosing the best method and staffing for every situation.
• Create Engagement – proof how valuable research is and advocate for it.
• Research leadership – support others in delivering high-quality research and foster continuous learning

o Specific addition for CX Insights Expert Quant- and Neuro :

• Lead quantitative research end to end – translate complex business questions into robust studies for all innovation phases and cross-market.
• Apply advanced methodologies – use segmentation, conjoint, MaxDiff, behavioral analytics and alike to uncover customer needs, priorities and trade-offs.
• Synthesize and guide – find patterns and identify drivers and translate insights in concrete action points.

Your Skills

As Senior CX Researcher at Telekom, you combine a broad methodological range of research expertise with individual additions.

• Mixed-method research – you know qualitative and quantitative, scientific and pragmatic approaches to evaluate and improve digital product effectively.
• Stakeholder partnership – you are familiar with the challenges of intercultural teams and cross-market product development.
• Facilitation and communication – when you share insights, dull facts become inspiring stories with high adoption rates.
• Collaborative mindset – you partner effectively with design, product, data science and engineering teams, using your familiarity with the challenges of intercultural teams and cross-market product development.
• Balanced execution – you have a lean-startup mindset and the experience to decide where to be profound or pragmatic.

o Specific addition for CX Insights Lead :

• Strategic Product Management – from value proposition to lifecycle, you think and speak business.

o Specific addition for CX Insights Expert Quant- and Neuro :

• Tool mastery – work confidently with survey platforms and analytical tools such as Quantilope, SPSS, R, Python, Tableau and neurometrics.

Your Profile

• 6+ years of experience in qualitative and quantitative customer or user research for digital products or services.
• Proven track record of influenced key business, product and design decisions in complex stakeholder environments.
• Fluent in English; German or other European languages are a plus.

o Specific addition for CX Insights Lead :

• Master’s or PhD in Behavioral Science, Psychology, Market Research or Service Design.
• Specific addition for CX Insights Expert Quant- and Neuro: Master’s or PhD in Statistics, Behavioral Science, Market Research, Psychology or a related field.