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Embedded in Design, owning end‑to‑end customer research to inform Revenue Ops, product, design, and marketing. You’ll partner day‑to‑day across Sales, RevOps, Ops, Account Management, Customer Support, Marketing, Data/Analytics, and Events to surface patterns, opportunities, and risks. You’ll turn signal into clear insights, customer profiles, competitive narratives, and board‑level storytelling that shapes priorities.
Job Responsibility:
Partner across departments to gather qualitative and quantitative input from customers and prospects
Plan and run continuous discovery: interviews, focus groups, surveys, diary studies, usability tests
Build and maintain customer profiles, segments, and journey maps grounded in data
Produce actionable insight reports for design, product, marketing, and the board
Identify customer trends and emerging opportunities with clear recommendations and impact sizing
Manage a research repository in Notion
Build and maintain competitive intelligence: competitor matrix and battle cards (in partnership with Sales and AM)
Run a win‑loss programme (interviews + synthesis) and partner with RevOps to improve the capture of win/loss and competitor data
Ensure research ethics, consent, and data quality
coordinate with Legal and Compliance where needed
Enable teams: write discussion guides, train partners to run light‑weight research, and review analysis
Close the loop: track how insights influence roadmaps, UX, messaging, and commercial outcomes
Requirements:
4+ years in user/customer research or insight roles in product‑led organisations
Strong mixed‑methods skills: interviews, surveys, concept/usability testing, sampling, and synthesis
Experience turning research into clear decisions for product, design, and go‑to‑market
Experience partnering with Sales/RevOps/GTM teams (win‑loss, competitive insights, and commercial discovery)
Ability to communicate at exec level with strong writing and storytelling
Proficiency with research and survey tools
comfortable with spreadsheets and basic stats
Nice to have:
Fintech, B2B SaaS, or payments experience
Repository setup experience and taxonomy design
Workshop facilitation and enablement of non‑researchers
What we offer:
25 days holiday per year + your birthday off
Opportunities for progression, development and learning new skills - £250 towards the cost of learning & development
Free onsite Nuffield Health gym & pool (London) and discounted gym membership elsewhere
GetActive with Aviva - Health and Wellbeing discounts on services and products
Interbank currency rates on travel money and international transfers