CX Researcher at Moniepoint Inc.

About The Role

• The Customer Experience Researcher (CX Researcher) is responsible for conducting in-depth qualitative and mixed-methods research to uncover customer behaviors, motivations, needs, and pain points across Moniepoint's products and services. This role translates rich qualitative data into actionable insights and recommendations, advocating for the customer voice in the product development and design processes. As an experienced researcher you will independently manage more complex research initiatives and would be responsible for mentoring junior team members.

Responsibilities

Research Design & Execution:

• Design and execute various qualitative research methods, including but not limited to, 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.

Data Analysis & Synthesis:

• Analyze qualitative data using appropriate methodologies (e.g., thematic analysis, affinity mapping, journey mapping).
• Synthesize findings from various data sources (qualitative, quantitative, behavioral) into clear, concise, and compelling reports, presentations, and narratives.
• Identify key customer pain points, unmet needs, and opportunities for innovation.

Insight Dissemination & Advocacy:

• Collaborate closely with product managers, UX designers, engineers, marketing, and other stakeholders to integrate research insights seamlessly into product development and design processes.
• Communicate research findings and actionable recommendations effectively to technical and non-technical audiences, influencing product strategy and design decisions.
• Act as a passionate advocate for the customer, ensuring their perspective is understood and considered throughout the organization.

Team Contribution & Mentorship:

• Contribute to the continuous improvement of research processes, methodologies, and tools within the CX Research team.
• For Senior Associate: Mentor and provide guidance to Junior Associates and other less experienced team members, sharing best practices and fostering skill development.
• Participate actively in team knowledge sharing sessions and contribute to building a strong research culture.

Requirements

• Bachelor's degree in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Design, or a related field.
• 4+ years of experience in customer research, UX research, or a related qualitative research role, with a demonstrated ability to lead projects independently.
• Proven experience with a wide range of qualitative research methods and strong analytical skills for qualitative data.
• 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 environment

Preferred Qualifications And Experience

• Master's degree in a relevant field.
• Experience with mixed-methods research, combining qualitative and quantitative data.
• Familiarity with financial technology (fintech) or banking products and services.
• Experience with research tools such as User Testing, Qualtrics, Dovetail, or similar platforms.

Key Performance Indicators (KPIs)

• Quality and depth of qualitative insights generated.
• Impact of research on product and design decisions.
• Timeliness and effectiveness of research project execution.
• Stakeholder satisfaction with research collaboration and insights