Principal User Researcher

Ebury; London; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

Join a forward-thinking fintech company as a Principal User Researcher, where your insights will shape the future of international trade solutions. You will conduct in-depth interviews with clients to understand their needs and behaviors, creating detailed client profiles that inform product development. Collaborating closely with front-office teams, you will analyze findings and present actionable insights to enhance the user experience. This is an exciting opportunity to be part of a dynamic team that values innovation and cultural diversity, making a real impact in the fintech sector. If you are passionate about user research and want to drive change in a fast-paced environment, this role is for you.

Qualifications

• Strong experience in user research and client interviews.
• Ability to analyze data and create actionable insights.

Responsibilities

• Conduct interviews to gather insights about clients' needs and behaviors.
• Collaborate with front-office teams to enhance product strategies.

Skills

User Research

Data Analysis

Interviewing

Client Profiling

Collaboration

Education

Bachelor's Degree in a relevant field

Tools

Presentation Software

Data Analysis Tools

Job description

Ebury is a leading global fintech company that empowers businesses to trade and grow internationally. It offers a comprehensive suite of products, including international payments and collections, FX risk management, trade finance, and API integrations. Founded in 2009 by Juan Lobato and Salvador García, Ebury is one of the fastest-growing global fintechs, with over 1,700 employees and 38 offices in more than 25 countries.

Principal User Researcher - Product Design

London, UK - 4 days a week in the office

You will gather and analyse insights about Ebury’s clients by conducting interviews, creating detailed client portraits, and collaborating with front-office teams. The findings will help refine Ebury’s understanding of its customer base and support product and strategy development.

Client Interviews

Understand typical Ebury clients’ needs, behaviors, and challenges.

1. Identify and select a representative sample of clients (with input from the front office).
2. Prepare a structured interview guide with key questions covering:
1. Business size, industry, and region.
2. How they use Ebury’s platform (e.g., payments, FX, lending).
3. Pain points, unmet needs, and desired features.
3. Schedule and conduct interviews (remote or in-person).
4. Record interviews (audio or video) for reference.

Create detailed profiles of typical Ebury clients based on interview insights.

1. Analyze interview recordings and notes to identify common themes and trends.
2. Build client portraits (personas) that include:
1. Demographics (e.g., business size, industry, region).
2. Key motivations and goals.
3. Pain points and challenges.
4. Behavior patterns (e.g., frequency and type of platform usage).
5. Highlight differences between audience segments (e.g., SMEs vs. large enterprises).

Collaborate with Front Office

Gather insights from front-office teams who interact with clients daily.

1. Interview front-office team members (e.g., sales and support) to understand:
1. Common client queries, concerns, and feedback.
2. Insights into client behavior and preferences.
3. Cross-reference front-office feedback with interview findings.

Reporting and Sharing Insights

Ensure findings are clear, actionable, and accessible to the wider team.

1. Organize insights into structured reports and presentations.
2. Include:
1. Key findings from client interviews.
2. Front-office feedback summaries.
3. Conduct a team meeting or workshop to present findings and discuss applications.

About Us

Ebury is a FinTech success story, positioned among the fastest-growing international companies in its sector. Founded in 2009, we are headquartered in London and have more than 1700 staff with a presence in more than 25 countries worldwide. Cultural diversity is part of what makes Ebury a special place to be. From Sao Paulo to Dubai, Bucharest to Toronto, we enjoy sharing team experiences and celebrating success across the Ebury family.

Hard work pays off: in 2019, Ebury received a £350 million investment from Banco Santander and has won internationally recognised awards including Financial Times: 1000 Europe's Fastest-Growing Companies. None of this would have been possible without our proudest achievement: our great people. Enthusiastic, innovative and collaborative teams, always ready to disrupt and revolutionise the fast-paced FinTech sector.

We believe in inclusion. We stand against discrimination in all forms and have no tolerance for the intolerance of differences that makes us a modern and successful organisation. At Ebury, you can be whoever you want to be and still feel a sense of belonging no matter your story because we want you and your uniqueness to help write our future.

Please submit your application on the careers website directly, uploading your CV / resume in English.

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