Lead UX Researcher

Posted on:
September 23, 2020

As a Lead UX Researcher at Tide (fondly referred to as a Tidean), you’ll join an ambitious team of highly motivated, talented Tideans who love to collaborate and are driven by helping people achieve their business ambitions. We live and breathe our values, which are to put our members first, work as one team and be data-driven. As part of our team, they’ll matter to you too.

As a design team, we work closely and collaboratively, everyone's input and opinion are shared to help us all create the best work for our members. We’re on a journey to create an exceptional team across multiple geographies that will create the highly useful and delightful to become the ‘financial operating system’ for SMEs by providing the features and services that businesses need.

About You

As our first Lead UX Researcher, you’ll be responsible for leading and defining our user research practices and strategy, giving you the autonomy to make the position your own. We’re looking for someone ambitious and driven who can hit the ground running, collaborating closely with our design, product, and engineering teams every step of the way - always striving to deliver amazing customer experiences.

As a key component of an effective design thinking approach, we are keen to include user research into the design process at Tide. We look forward to the future with someone who works together to solve problems, learn new things, and share knowledge. It’s a really exciting time in this organisation to drive and establish the research team, own the standards, principles, and best practice of UX Research techniques, from quantitative statistical analysis to qualitative user research.

You’ll be joining a multi-disciplined team who is hungry to develop and set in order more effective and efficient insights into our members' behaviours, motivations, and pain points within their workflows. Doing so will need someone who can mentor, support, and elevate this expertise across our product teams.

If you're passionate about continual research and want to be the voice of our members to push through and improve our experiences, then we want to hear from you. Because Tide is about doing what you love.

Some Of The Things You’ll Be Doing

  • A skilled, confident, and articulate communicator of to present research findings with business stakeholders, product managers, UX & UI designers, and engineers
  • You will provide leadership, mentorship, and direction on our user research principles and strategy - demonstrating the experience needed to elevate and strengthen our qualitative and quantitative research offering as we scale the discipline.
  • Devise and execute creative ways to collect and investigate customer behaviors that will inform the product and features we create.
  • Diagnose business requests and instigate the right analysis to uncover relevant insights that genuinely impact direction.
  • Work with cross-functional teams to surface key member insights, and help them to understand what the humans using our platform need and why.
  • Help pilot critical business projects and act not only as a service to business requests but as an influencer with a unique view of the customer.
  • Work with Product Executives to decide customer OKRs & KPIs
  • Mentor, manage, and recruit future UX researchers in the team and support in their career development.
  • Understand the interplay connecting business requirements, product strategy, and user experience.
  • A wealth of knowledge of UX principles and best practices
  • Experience with line management would be an advantage.
  • Experience using and analysing data through eye-tracking technology is an advantage.

The Non-negotiables

  • Demonstrable professional experience in qualitative and quantitative research techniques (including moderated usability studies and user interviews, unmoderated testing and studies, guerrilla testing, surveys, ethnography, diary studies and card-sorting, etc.)
  • Demonstrable professional experience in a research role as part of a small UX or Product design team in a fast-paced environment
  • Ability to identify which research methods will give the right insight into a particular design question
  • Ability to plan and conduct hands-on research which will provide these insights
  • Ability to analyse qual and quant data to prove/disprove testing hypotheses
  • Ability to synthesise data from research into trends, themes, and actionable recommendations
  • Ability to communicate these findings to peers and managers; ability to be robust in the qualification of your methods and analysis
  • Clear and current understanding of GDPR guidance and legislation, and how that impacts research activities
  • Love to solve problems and be challenged
  • A great communicator who can clearly articulate verbally or write design decisions backed up with data. You’re able to present ideas clearly and confidently to audiences of all experience levels
  • A solid portfolio featuring case studies of research work

The Highly Desirables

  • Experience of retail banking products and services
  • Experience working with SME customers
  • Member of a recognised research body, e.g. Market Research Society (MRS), etc

About Us

Tide is the leading provider of UK SME business accounts and one of the fastest growing FinTechs in the UK. That’s not an unfounded boast - we have over 200,000 members (what we like to call our customers, over two percent market share, and have raised over £120m in funding.

SMEs have been underserved and overlooked by traditional banks for years. In an entrepreneurial age where everyone is expected to take a shot, traditional banks have not evolved with the needs of the market. That’s where Tide comes in. With quick on-boarding, low fees and innovative features, we thrive on making data driven decisions to help SMEs save both time and money.

We’re also one of LinkedIn’s top 10 hottest UK companies to work for, winner of Best Use of Technology (Growth Finance Awards); Best Banking Provider (Contracting Awards); Innovative Product of the Year (Growth Finance Awards) and we’re listed in the Top 100 FinTech Disruptors and The Startups 100. And that’s just for 2019.


Here at Tide, not only do we love what we do, but we love the people who do it. That’s why we look after our Tideans with:

  • 25 days holiday
  • Flexible working
  • Vitality Healthcare, including discounted gym and even free cinema tickets!
  • Mental wellbeing - we take this seriously. You will have access to unlimited access to CBT and a 24/7 Employee Assistance Programme
  • Personal learning and training allowance for your continued development
  • Enhanced family friendly leave so you can spend more time with the little ones
  • Paid volunteering and charity work days - get paid for giving back with organisations of your choice
  • Salary sacrifice options
  • Sabbatical leave
  • Extra holiday buy-ins

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