Customer Experience Researcher

Moniepoint

About the Company

Job Description

Required Skills

Key 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.
• Analyze qualitative data using appropriate methodologies including thematic analysis, affinity mapping, and journey mapping.
• Synthesize findings from qualitative, quantitative, and behavioral data sources into clear, concise, and compelling outputs.
• Prioritize 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 analyze 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 centers) regularly to observe real interactions and supplement digital research with field observation.
• Collect and synthesize 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, prioritized 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.

Qualifications

• 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).

How to Apply

Submit your application through the provided link, ensuring all required fields and attachments are completed.

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Posted Date

August 10, 2026