Senior User Research Manager


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About WorldRemit:

WorldRemit helps people send money around the world to over 140 destinations more quickly, easily and securely than traditional processes that are often more expensive, complicated and do not recognise that the way people use money is changing.

We are proud of the diversity of our customers which is one of our core strengths at WorldRemit, many of whom are first or second generation migrants working hard to support their families. We understand the impact that we help create, and are responsible for, when people trust us to send their money directly to family, friends and loved ones around the world.

Our efforts so far have resulted in almost 90,000 five star reviews from delighted people using our products and services - you will be a big part of continuing to cultivate the stories that we can tell.

About the role:

The Senior User Research Manager, based in London, will help us build deeper empathy and understanding for our customers around the world. You will help us take on our upcoming research challenges and improve our product experiences.

You will be crucial in helping inform and shape our direction as a company, by sharing gained insights from our customers with our product teams as well as more broadly across the organisation with various stakeholders and senior leaders.

We are seeking someone with a research vision and hands on experience to take ownership of our research approach, with the desire and experience to establish the beginnings of a  research team this year that reflects the success you bring to a role such as this.

There will be a high degree of autonomy and accountability in this role, actively supported by our Head of Product Design and Chief Product Officer.

What you will be doing: 

  • Designing, planning and conducting a range of research initiatives that inform all product stages from founding discussions to release strategy and product positioning.
  • Influencing our product development and design process through gained insights, data and ideas to help us make better products and features.
  • Synthesise and present research findings and insights into compelling, creative and actionable formats - leaning on your strength as a storyteller to engage everyone in the organisation from individual such as stakeholders to formats suitable to be discussed at a board level.
  • Coaching others on how to best approach testing and research, making us all better at understanding the people that use our products and the real problems they face that we are able to help solve.
  • Creating and leading internal research programs and initiatives that includes research strategy, research project management and internal stakeholder management - which support multiple departments from marketing, product and business partners.
  • Owning our broad research strategy whilst being accountable for engaging stakeholders, promoting participation and involvement from multiple disciplines.
  • Applying your broad background and deep experience in human psychology, customer behaviours and triggers to anticipate and analyse customer needs in a transactional product experience.

    Does this sound like you? 
  • A natural leader, you have demonstrable experience building in-house research teams and functions within organisations from the ground up in product focused companies, with demonstrable abilities to manage budgets if required, effective hiring, mentorship and management.
  • You have hands on experience scoping, prioritising and running design research initiatives and programs within product focused companies, preferably with in-house experience along the way, that involves participation from a variety of partner teams such as product, engineering, marketing and brand.
  • You have a strong level of empathy and experience for Design, how form and function play together to improve the customer’s experience and brand association with proven experience integrating with design teams in the past.
  • You have broad experience applying a range of research methodologies, knowing which to try in a given circumstance.
  • You’re experienced with collecting, analysing and presenting data, both qualitative and quantitative, that is accessible to a wide range of people.
  • You’ve demonstrated the importance that research plays to inform and improve the customer experience multiple times, gaining respect and praise for your efforts.
  • You’re fascinated by human behaviours, psychology and emotions.
  • You’re someone who draws motivation, purpose and inspiration from the mission of a company and use that in helping solve the problems you work on.
  • A preferred background in the field of Psychology, through a Masters/BA/Diploma or some other related qualification.
  • You’re friendly, humble and focused on the team.

We strive to offer a competitive benefits package to employees including a personal learning and development, choice of equipment to support the way you work best, as well as a well stocked kitchen every morning for breakfast and a fun weekly townhall meeting that features different food each time.

We’re a global company with offices worldwide (London, UK / Denver, US / Krakow, PL / Cebu, PH and more), so you will have a network of locales to connect with as you grow with the company.

Located in Victoria, our London offices are centrally based with a diverse background of nationalities, enjoying easy access from St James’s Park, Victoria and Westminster stations all within easy walking distance.

Something really important

We are keen to ensure we are designing experiences that works for everyone, so we particularly encourage applications from different underrepresented demographics.

If the role sounds like a good fit and you’re interested in helping making a genuine impact on people’s lives, don’t hesitate to apply! We appreciate that applying takes a lot of effort, and we really value the time you invest

Location: London
Opening Date: 9th April 2019
Closing Date: 7th May 2019


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