Customer Researcher, Payments

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

📋 Description

• Perform research throughout the entire payments user journey, encompassing onboarding, activation, ongoing usage, trust, and retention.

• Act as a subject-matter expert in customer research and deliver clear, evidence-based recommendations.

• Define, plan, design, and carry out impactful research initiatives across various departments.

• Employ qualitative and quantitative approaches, including behavioral data, surveys, funnels, and interviews.

• Leverage research findings to shape payments strategy, prioritize the roadmap, and drive growth initiatives.

• Create and present research materials tailored to the audience, such as presentations, reports, and one-pagers.

• Foster collaborative relationships with product, marketing, design, sales, engineering, customer success, support, and senior leadership.

• Directly influence product strategy, growth initiatives, and implementation throughout the Payments experience.

⛳️ Requirements

• Over 5 years of professional research experience.

• Strong foundation in employing rigorous research methods to yield empirically credible results.

• Skilled in mixed-method research, ideally with experience in SaaS businesses.

• Proven track record of translating research insights into product, growth, or business decisions.

• Proficient in analyzing product and survey data using statistical or analytical tools (e.g., R, Python, JASP).

• Capable of independently managing and driving research projects while engaging stakeholders.

• Comfortable navigating independently through initially unclear problem spaces.

• Skilled at proactively defining problems, developing research plans, and ensuring stakeholder alignment.

• Ability to respectfully challenge assumptions and influence decisions based on evidence.

• Proficient in managing and advancing multiple research projects simultaneously.

• Exceptional attention to detail, strong problem-solving skills, and adept at contingency planning.

• Must be eligible to work without sponsorship.

🏝️ Benefits

• Flexibility to work in a manner that suits you best within your country of employment – whether in-office, remote, or hybrid.

• Comprehensive wellness benefits, including an annual wellness stipend.

• 3 weeks of vacation from the start.

• Paid volunteer day of your choice.

• 2 floating holidays to celebrate significant occasions for you.

• Employee Stock Purchase Program.

• Registered Retirement Savings Plan (RRSP) with a 4% company match.