Staff Design Researcher — AI, Self‑Service & Support

Wise; Greater London; On-site; GBP 102,000 - 133,000; Full time

Job summary

Wise in London is seeking a Staff Researcher to shape how we understand and improve the end-to-end support experience. You’ll lead mixed methods research across generative and evaluative studies to uncover customer needs and build trust in AI-enabled and human support.

You’ll define research questions, set priorities, collaborate with Product, Design, Data Science and Operations, and influence senior stakeholders with clear evidence.

Qualifications

• 6+ years of experience delivering product research in a technology environment.
• Deep expertise in mixed methods research, including generative and evaluative methods.
• Ability to combine qualitative evidence with behavioural, product and operational data.
• Strong service research skills across multiple channels and systems.
• Experience researching AI-enabled or conversational experiences and trust issues.
• Ability to choose appropriate methods and translate evidence into strategy.
• Proven track record of influencing senior and executive decisions.

Responsibilities

• Set research direction by identifying key questions and aligning priorities to business goals.
• Lead complex qualitative and quantitative studies for high-impact problems.
• Evaluate AI-enabled and human-supported experiences from the customer perspective.
• Shape self-service, AI and human support, and how they collaborate.
• Improve conversational experiences and translate findings into actionable recommendations.
• Influence senior leaders and partner with Product, Design, Data Science, and Operations.

Job description

Wise in London is seeking a Staff Researcher to shape how we understand and improve the end-to-end support experience. You’ll lead mixed methods research across generative and evaluative studies to uncover customer needs and build trust in AI-enabled and human support.

You’ll define research questions, set priorities, collaborate with Product, Design, Data Science and Operations, and influence senior stakeholders with clear evidence.