UX Researcher

Posted on:
April 23, 2021

About the job

Are you ready to step into the fast-paced world of fintech? We’re Pollinate. We combine the agility and flexibility of a high growth company with the global ambitions and backing of an established brand.  

As a UX Researcher at Pollinate, you’ll take responsibility for ensuring our product meets the needs of our core users – SME merchants and their customers.

You’ll build a deep understanding of user needs and wants and you’ll plan, facilitate and analyse UX testing and other methodologies, in order to test our work delivers on those needs.

You’ll be part of Pollinate’s product strategy team and reporting into our User Research lead. On a day to day basis you’ll be working closely with the design team, product managers and engineers. You’ll develop a deep understand of the problem space we’re targeting, the solutions we’re exploring and the hypotheses that are being tested.

You’ll support our sprint teams in identifying decision points that may benefit from testing, and define timeline, scope and methodology for potential testing. You’ll consult the teams on the most relevant research approach in each case and lead the design of each study, championing research best-practices and ensuring aspects such as the recruitment and analysis methods are appropriate.

Where relevant, you’ll be conducting the research personally. Your main focus will be running usability tests with prototypes and live products to identify pain points and ensure that the current experience is constantly improving. However, you may also support on other research projects, such as user needs mapping or new product discovery.

We’ll use 3rd parties to provide aspects such as participant recruitment, but there will be an operational component to the role as you’ll be responsible for the end-to-end delivery of each study. You will lead the analysis and distillation of the research, helping the design and product teams to understand findings and use them to improve the product.

What we are looking for

We’re looking for researchers with a passion for understanding the user. You’ve worked in a similar role for 3 or more years and have experience designing, executing and analysing research.

Communication is key to the success of this role – verbally, but especially through output documentation, so you must have a clear style and strategic approach.

This is a self-starting role, in which you’ll have the support of relevant team-members, but also the autonomy to define your own working style and outputs.

Essential skills required:

  • In depth understanding of UX/UI research
  • Experience with UX research tools such as Optimal Workshop, UserTesting, Userlytics SurveyMonkey, Qualtrics or other similar tools
  • Experience with remote and in-person user testing methodologies
  • Able to manage daily operation of experience design research capability, plans and schedules
  • Ability to establish appropriate ways of working to manage demand, set expectations and provide effective operation
  • Collaborating with other research functions and related teams across the organisation
  • Experience working in a fast paced, agile environment


  • Experience working with design and prototyping tools such as InVision, ProtoPie, Sketch or other similar tools
  • Experience and understanding of small business owners, fintech, payments or banking

More about us

We at Pollinate think banks have the potential to do more, to be more, and to reclaim the central role in the lives of their business customers. So we are working side by side with them to deliver the technology to help merchants grow and create unforgettable payment experiences to customers. With big global banking clients already under our belt, from NatWest to National Australia Bank, we are growing rapidly, and we need talented people like you to join us on our journey.  

As part of Pollinate, you’ll be working with experts across payments, technology, customer experience, and financial services, supported by a world-class network of partners. Workplace wellbeing and inclusivity is very important to us – in addition to internal support, we rolled out the mental health platform, Unmind, company-wide to support each employee’s individual wellbeing journey.  

Our platform has picked up multiple industry awards, including ‘Banking Innovation of the Year’ at the 2020 Future Digital Awards, and the ‘Innovation Frontier’ award at the Celent Model Bank 2020 Awards through our work with NatWest’s Payit. We’re also currently shortlisted in the Women in Tech Employer Awards 2020.

Join us to be a key part of a team that’s changing the future of payments, with the freedom to make your mark. Together, we’ll push the boundaries of what’s possible with payment enabled merchant services for SMEs around the world.

What we stand for

  • We believe we are better together when we listen, engage and support each other, we want you to bring your expertise and experience to work every day
  • We are passionate about what we are doing and want you to share this with us, enjoy your time with us, stay calm under pressure and bring positive energy to the team
  • We are all on a journey together, we want your ambition and flexible mind set to embrace the twists and turns as we grow as a business

At the moment, and for the foreseeable future, this role will be 100% home based. We are in the process of developing a Future of Work at Pollinate strategy which will include hybrid working.


Pollinate offers great benefits including up to 20% bonus, Pension, Life Assurance, Health Cash Plan, CSOP as well as flexible working hours and a weekly online Yoga class.

This Job Description covers the main areas of your responsibilities.

It is not an exhaustive list.

We can only accept candidates who have the right to work in the UK.

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