Customer Researcher

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and expand OnePay’s consumer insights function by establishing research standards, tools, governance, and processes.

• Oversee both quantitative and qualitative research to reveal consumer attitudes, behaviors, motivations, and perceptions, including advanced analytics on pricing, brand health, customer experience, and preference drivers.

• Collaborate with Brand and Marketing on segmentation, positioning, messaging, and campaign strategy; work with Product and Design to guide product and experience decisions.

• Create a robust insights infrastructure, encompassing tracking programs, segmentation frameworks, and foundational research that informs organizational decisions.

• Assess and communicate the effectiveness of campaigns, brand initiatives, product launches, and customer engagement through brand tracking, NPS, and performance analysis.

• Detect emerging customer trends, unmet needs, and market opportunities that shape brand, product, and business strategy.

• Empower marketers, product managers, designers, and strategists to utilize research-driven decision-making and conduct streamlined research independently.

⛳️ Requirements

• Over 7 years of experience in consumer insights, quantitative research, or consumer science within the fintech, consumer technology, retail, or a related sector.

• Proven experience in initiating or expanding an early-stage research program — developing processes, tools, and governance amidst limited infrastructure and high ambiguity.

• Expertise in advanced quantitative methodologies: MaxDiff, conjoint analysis, pricing research (Van Westendorp, Gabor-Granger), brand tracking, and segmentation, along with qualitative methods as a supplementary approach.

• Proficient with research and analytics tools across the entire stack; proactive in identifying gaps and advocating for improved tools.

• A history of functioning as a solo or embedded researcher within a matrixed organization — gaining trust and influencing strategy at the executive level.

• Demonstrated capability to mentor non-researchers in applying research methods independently, enhancing research practices across functions without dedicated support.

• Skill in synthesizing complex data into insights that address the most challenging strategic questions confronting the business.

• A strong drive and proactive attitude — everyone here is a builder and executor.

🏝️ Benefits

• Competitive base salary, stock options, and health benefits from Day 1.

• 401(k) plan with company matching.

• Remote-friendly (US), flexible time off (FTO), and growth opportunities.

• A high-growth, mission-driven, inclusive culture where your contributions have a tangible impact.