Lead Customer Understanding Researcher

TN United Kingdom; London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services company in the UK is seeking a Lead Customer Understanding Researcher to enhance customer relationships with finances. The role involves designing and leading research initiatives, analyzing market trends, and advocating for customer-centric strategies. The ideal candidate will have experience in quantitative research and strong analytical skills. This position offers a hybrid working pattern with competitive benefits and a commitment to diversity and inclusion.

Benefits

25 days holiday up to 30 days

Pension: Contribute up to 10%

Enhanced maternity and 4 weeks paternity leave

Work abroad 20 days a year

2 paid days for charity work

LinkedIn Learning access

Private Medical Insurance option

Discretionary annual bonus

Qualifications

• Experience in quantitative research, CX/UX, market, and competitor research.

Responsibilities

• Design and lead qualitative research, conduct interviews and surveys.
• Analyze market trends and customer preferences.
• Manage feedback channels and advocate for customer-centric initiatives.

Skills

Analytical

Communication

Business Skills

Job description

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Client:

Location:

London, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

638c848e8692

Job Views:

3

Posted:

17.05.2025

Expiry Date:

01.07.2025

Job Description:

Contract Type: Permanent — Full-Time

Location: London, Bradford, Chatham or Petersfield

Working Pattern: Hybrid—typically a couple of days a week in the office. Flexible arrangements are considered to support work-life balance. We aim to match your existing flexible working arrangements where possible.

What We Offer:

• Holidays: 25 days holiday up to 30 days (depending on service)
• Pension: Contribute up to 10%
• Maternity/Paternity: Enhanced maternity (post-probation) and 4 weeks paternity leave
• Workations: Work abroad 20 days a year (approved countries)
• Volunteering: 2 paid days for charity work
• Development: LinkedIn Learning access
• Finance: Snoop Premium available
• Opportunities to connect: Quarterly socials, in-person and virtual updates
• Medical: Private Medical Insurance option
• Bonus: Discretionary annual bonus

You and Your Team:

Join us to improve people's relationship with their finances. Lead a customer-centric strategy, supported by leadership, to challenge the status quo in financial services and demonstrate "banking with heart".

As a Lead Customer Understanding Researcher, report to the Senior Manager of Customer Understanding, developing and implementing customer insights to inform strategic decisions through qualitative and quantitative research.

Responsibilities include:

• Customer Research: Design and lead qualitative research, conduct interviews, ethnography, surveys, usability testing, and translate findings into actionable insights.
• Market Research: Analyze market trends, competitors, and customer preferences to inform strategy.
• Customer Understanding: Manage feedback channels, set customer metric strategies, and advocate for customer-centric initiatives.
• Customer Panel: Develop and utilize customer panels for direct input and experience improvement.

Ideal candidates will have:

• Experience in quantitative research, CX/UX, market, and competitor research.
• Strong analytical, communication, and business skills.
• Experience in regulated or complex environments, preferably financial services.
• Knowledge of behavioral science is a plus.

Interview process:

• Initial phone screen (30 mins)
• Technical interview (1 hour)
• Final interview (30 mins) with case study presentation

Our process takes up to 4 weeks, with flexibility for your availability. Background checks are required.

Who We Are:

Vanquis is committed to caring banking, established in 1880, a FTSE company serving over 1.69 million UK customers. Recognized as one of the UK's Best Employers 2025, we value diversity, support career growth, and foster an inclusive environment.

We offer competitive salaries, benefits, and development opportunities, and are an Equal Opportunity Employer.