Senior Customer Insights Researcher

London, England
Posted on:
June 14, 2022

About the team:

Our mission is to understand the people who will use our products so that we can make informed decisions across the organisation through evidence-based insights. To do that, we are building a Customer Research & Insights team with a range of expertise from mixed-methods generalists to specialists in qualitative and quantitative research methods. Our teammates will be embedded in product fleets and collaborate with cross-functional partners, yet operate as a centralised craft.

We are looking for teammates who put our customers, coworkers and culture first, bring their most impactful selves to what they do and value diverse reasoning, experience and feedback to learn and grow.

Luno offers a "Remote but Reachable" working policy. Please check out the details HEREHiring Manager: Guy Wates

The role in a nutshell:

This is a unique opportunity for an experienced customer insights researcher to apply your analytical and story telling skills to build insights and shape business strategies for Luno.

Within the Customer Research & Insights team you will lead research studies across the business and partner with the Customer Research & Insights team to understand consumers - and how we can improve their experiences. You will play a key role bringing together research insights from across the business and helping various teams to understand consumers in the context of major market trends and our competitive set. You will be responsible for helping to “connect the dots” across research initiatives and providing the right context to maximise the impact research has for Luno. for . Your work inspires cross-functional partners on current product improvements and informs new products, to further improve our brand and product experience across all touchpoints.

The role best suits someone who has strong experience (7+ years) with primary UX research methods, primary consumer research (ex. usertesting, surveys, diary studies and interviews) as well as secondary research & expert methods (such as literature reviews, cognitive walkthroughs and desk research). You are a strong and empathetic partner within the research community and an experienced communicator and experienced in facilitating and leading workshops and engaging with stakeholders.

Your mission will be to:

  • Carry out independent exploratory research to identify, explore, and measure key trends in regions across the globe;
  • Collate and synthesise industry/market intel, including competitor intelligence, to provide highly valuable context to insights generated across the business;
  • Connect disparate data points across consumer insights and other business data (e.g. CRM data, behavioural analytics data, financial data) to illustrate the “big picture” - including internal and external secondary research;
  • Be the customer’s advocate, ensuring their needs are central to design and development decisions of product concepts, comms and brand touchpoints;
  • Uncover actionable insights based on the research at Luno and translate them into strategic recommendations that influence key business decisions;
  • Present and socialise research findings across different departments at all levels of the organisation (especially to non-researchers); explore new ways of sharing research results and engaging stakeholders;
  • Improve and innovate our existing research processes and methodologies, explore new ways of gathering consumer insights through innovative research tools such as online community panels, remote testing, and conversational research.
  • Work cross functionally with peers globally to support training, best practices, and shared opportunities.

A little about you:

We are looking for an experienced UX/B2C Researcher with a track record gained at a leading agency, e-commerce or financial environment. You will bring strategic thinking, passion and inspiration to your role.

  • A proven track record of 7+ years as a UX/B2C researcher, preferably focusing on topics related to brand touchpoints, communications, growth, measurement and product development; experience in research in South East Asia, Africa, US or Europe a plus
  • Lives and breathes research; extremely well-versed in designing and executing various forms of research aimed at guiding business decision-making;
  • Knowledge and practical experience of using a variety of research methods (qualitative and quantitative), with a strong awareness of their merits and weaknesses;
  • Experience in bringing together research and business data from external and internal sources to tell impactful & insightful stories;
  • Knowledge and experience of being able to spot and articulate market trends; including competitor analysis; experience with international expansion strategy a plus
  • Strong communication skills, both written and verbally (a true storyteller) with experience in facilitation across multiple levels and functions;
  • A real team player with solutions-focus and entrepreneurial spirit;
  • Excellent organisational skills with ability to manage multiple, competing priorities simultaneously and deliver results under tight deadlines; experience in line management a plus
  • Fluency in English both spoken and written; additional fluency in one other language is a plus;
  • Bachelor's Degree or higher degree in psychology, social or behavioural sciences, economics, marketing or similar.

Life at Luno:

  • Forward-thinking and ambitious team that values diversity, hard work, and the continuous quest for excellence.
  • Remote but reachable work policy gives you the freedom to choose between working from home or the office.
  • Improve body and mind, with excellent private medical insurance.
  • Free training courses on Udemy and CodeAcademy.
  • 0 fees with Luno from the day you start.
  • Generous maternity / paternity and even paw-ternity for your furry friend.
  • Annual Inspiration Day.
  • A collaborative, friendly work community, with regular social events and virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts.
  • Free access to Headspace – a full library of guided meditations, sleep stories, and music.

About Us:

Luno makes it simple to buy, store and explore crypto. More than 10 million people have chosen to invest in crypto with Luno using our platform, which is available on Apple, Android and as a desktop experience. We’ve enabled over $52bn of transactions and we securely store over $1bn for our customers around the world.

Our mission is to put the power of crypto in everyone's hands because we believe that giving people access to a robust and fair financial system is a basic human right. We are with customers at every step of their investment journey with clear, jargon-free information and an easy-to-use app experience that helps people get started from as little as $10.In order to make crypto accessible to everyone, everywhere, we’re on the ground in more than 40 markets across North America, Africa, Asia and Europe. We are registered with all local financial intelligence authorities and proud of our strong Anti-Money Laundering measures and world-leading compliance teams. All the crypto we store for our customers is regularly verified by independent auditors. Luno is the trusted guide that will bring crypto to over 1 billion people by 2030.We are an equal opportunity employer and value diversity at our company. We do not negatively discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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