Customer Researcher, Payments

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

📋 Description

• Collaborate with Product, Design, Marketing, and senior leadership to ensure that customer insights shape product strategy, growth initiatives, and execution within the Payments experience.

• Conduct comprehensive research throughout the entire payments user journey, from onboarding and activation to ongoing usage, trust, and retention.

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

• Scope, plan, design, and implement impactful research initiatives across various departments.

• Employ both qualitative and quantitative methods, including behavioral data, surveys, funnels, and interviews, to gain insights into payments adoption, friction, trust, and behavior.

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

• Develop and present research materials tailored to specific audiences, such as presentations, reports, and one-pagers.

• Cultivate collaborative relationships with product, marketing, design, sales, engineering, customer success and support, as well as senior leadership teams.

⛳️ Requirements

• Over 5 years of professional research experience.

• Strong foundation in employing rigorous research methodologies to generate empirically credible results.

• Proficient in mixed-method research, ideally with a background in SaaS businesses.

• Experience in translating research findings into actionable product, growth, or business decisions.

• Expertise 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 in initially ambiguous problem areas.

• Ability to proactively define problems, develop research plans, and align stakeholders.

• Skilled in respectfully challenging assumptions and influencing decisions with evidence.

• Proficiency in owning, managing, and driving multiple concurrent research projects.

• High attention to detail, adept at complex problem-solving, and contingency planning.

• Must be eligible to work without sponsorship.

🏝️ Benefits

• Flexibility to work in your preferred location and manner within your country of employment—whether in-office, remote, or hybrid.

• Comprehensive wellness benefits, including an annual wellness stipend.

• 3 weeks of vacation to start.

• A paid volunteer day of your choice.

• 2 floating holidays to celebrate any significant occasion for you.

• Employee Stock Purchase Program.

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