Customer Experience Researcher

About the role

The Customer Experience (CX) Researcher will lead qualitative and mixed‑method studies to uncover user behaviours, motivations and pain points across Monipoint’s fintech products. Embedded within a product team, you will translate insights into actionable recommendations that shape product development.

Key responsibilities

• Design and execute in‑depth interviews, usability tests, ethnographic and diary studies, and focus groups, managing participant recruitment and moderation.
• Analyse qualitative data using thematic, affinity and journey mapping, and synthesize findings with quantitative and behavioural data into clear, prioritized insights.
• Monitor product‑specific customer satisfaction metrics, initiate root‑cause research when signals shift, and observe real‑world touchpoints such as support centres.
• Collaborate with product managers, designers and engineers to embed research insights into the development process and track the impact of recommendations.

Required profile

• 4+ years of experience in customer or UX research, with a proven ability to lead projects independently.
• Bachelor’s degree in HCI, Psychology, Sociology, Anthropology, Design or a related field; Master’s preferred.
• Familiarity with fintech or banking products is a plus.

Required skills

• Proficiency with research platforms such as UserTesting, Qualtrics and Dovetail.
• Strong qualitative analysis techniques including thematic analysis and journey mapping.