Customer Experience Researcher

Responsibilities

• Design and execute qualitative research methods including in-depth interviews (IDIs), usability testing, concept testing, ethnographic studies, diary studies, and focus groups
• Lead the design and execution of complex, multi-method research projects with minimal supervision
• Develop comprehensive research plans, discussion guides, screeners, and stimuli tailored to specific research questions
• Recruit and manage participants for research studies, ensuring diverse and representative samples
• Facilitate and moderate engaging research sessions, expertly eliciting deep insights from participants
• Conduct continuous customer discovery as a standing practice — not only when studies are formally commissioned
• Analyse qualitative data using appropriate methodologies including thematic analysis, affinity mapping, and journey mapping
• Synthesise findings from qualitative, quantitative, and behavioural data sources into clear, concise, and compelling outputs
• Prioritise research findings using structured frameworks to distinguish critical unmet needs from performance gaps and opportunity areas
• Identify key customer pain points, unmet needs, and opportunities for product improvement
• Track and analyse customer satisfaction metrics for the product journeys owned by your org unit, identifying what is driving movement in either direction
• Initiate timely root cause research when satisfaction signals indicate a problem — without waiting to be asked
• Visit customer-facing touchpoints (e.g. support centres) regularly to observe real interactions and supplement digital research with field observation
• Collect and synthesise feedback from commercial and relationship-facing teams in your geography
• Collaborate closely with product managers, UX designers, engineers, and other stakeholders to integrate research insights into product development processes
• Communicate research findings and actionable recommendations effectively to both technical and non-technical audiences
• Deliver all research output as structured, prioritised insight — not unprocessed data or narrative reports
• Track the status of your recommendations — which have been acted on, which have been declined, and why — and follow up accordingly
• Act as a passionate advocate for the customer, ensuring their perspective is understood and considered throughout the organization
• Contribute to the continuous improvement of research processes, methodologies, and tools within the CX Research function
• Mentor and provide guidance to junior team members, sharing best practices and fostering skill development
• Participate actively in team knowledge sharing and contribute to building a strong research culture across the function

Requirements

• 4+ years of experience in customer research, UX research, or a related qualitative research role, with demonstrated ability to lead projects independently
• Proven experience with a wide range of qualitative research methods and strong analytical skills for qualitative data
• Bachelor's degree in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Design, or a related field
• Master's degree in a relevant field (Preferred)
• Experience with mixed-methods research, combining qualitative and quantitative data (Preferred)
• Familiarity with financial technology (fintech) or banking products and services (Preferred)
• Excellent interviewing, moderation, and observation skills
• Strong written and verbal communication skills, with the ability to articulate complex research findings clearly and persuasively
• Empathy, curiosity, and a passion for understanding people and their experiences
• Ability to work collaboratively in a fast-paced, agile, embedded team environment
• Experience with research tools such as UserTesting, Qualtrics, Dovetail, or similar platforms (Preferred)
• Familiarity with customer satisfaction measurement methods and continuous discovery models (Preferred)