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About the Role
This role sits within our Customer & Partner Journey team and plays a key part in helping us better understand the needs, behaviours and experiences of our customers and partners. You will lead customer and partner research activity across the business, providing clear, actionable insight that supports journey improvements, strategic change, regulatory initiatives and evidence-based decision-making.
Responsibilities
- Own and maintain the customer and partner research roadmap, ensuring research activity is aligned to business priorities.
- Plan, manage and deliver qualitative and quantitative research projects from scoping through to analysis and recommendations.
- Select the most appropriate research methodologies to meet business objectives and provide meaningful insight.
- Conduct customer and partner interviews, usability testing, surveys and feedback sessions.
- Use tools such as Maze and Glassbox to create, manage and analyse studies.
- Translate complex research findings into clear, concise and actionable insights.
- Produce reports, presentations and summaries tailored to different stakeholder audiences.
- Present findings and recommendations confidently to senior stakeholders and leadership teams.
- Use evidence and insight to constructively challenge assumptions and influence better business decisions.
- Support journey reviews and improvement initiatives through robust evidence and insight, including evaluating proposed changes through customer and partner testing.
- Provide insight to support strategic change initiatives, Consumer Duty and wider regulatory obligations.
- Act as a subject matter expert for customer and partner research, helping to define standards, methodologies and best practice across the organisation.
Requirements
- Extensive experience delivering end-to-end qualitative and quantitative research projects.
- Strong understanding of customer experience, user research and insight methodologies.
- Experience conducting interviews, usability testing and surveys.
- Strong analytical skills, with the ability to identify meaningful themes, patterns and opportunities from research data.
- Excellent communication, presentation and storytelling skills.
- Experience producing insight reports and recommendations for senior stakeholders.
- Strong stakeholder management and relationship-building skills.
- Confidence in using research evidence to influence decision-making and challenge assumptions.
- Experience using research tools such as Maze, UserTesting, Glassbox or similar.
- Experience managing recruitment agencies to source research participants.
- Ability to work independently while building credibility across the organisation.
- Experience working in financial services or another regulated environment.
- Experience supporting customer experience measurement programmes, journey mapping activity, regulatory initiatives or change programmes.
- Must reside in the UK from the start date of this role.
- Unable to provide visa sponsorship.
Skills
- Customer experience
- User research
- Insight methodologies
- Qualitative research
- Quantitative research
- Interviews
- Usability testing
- Surveys
- Maze
- Glassbox
- UserTesting
- Analytical skills
- Communication skills
- Presentation skills
- Storytelling skills
- Stakeholder management
- Relationship-building skills
- Financial services
- Regulated environment
- Customer experience measurement programmes
- Journey mapping
- Regulatory initiatives
- Change programmes
Location
- Hybrid London
Work Type
- 14-month Fixed Term Contract
- Maternity Cover
- Hybrid
Experience Level
- Experienced researcher
Salary/Compensations
- Competitive salary
Benefits
- Competitive benefits package
- Hybrid working arrangements
- 25 days’ annual leave, plus bank holidays
- Option to buy or sell holiday
- Pension scheme
- Life assurance
- Income protection
- Private medical insurance
- Access to wellbeing support
- Paid volunteering days
- Opportunities to get involved in colleague networks
- Ongoing learning, development and career progression opportunities
About the Company
- Premium Credit is the leading provider of insurance premium finance and a range of annually charged services, including tax, regulatory and accountancy fees, sports season tickets, memberships and school fees in the UK and Ireland.
- We are a multi-award-winning business, lending more than £4.5 billion to over 2.5 million customers through a network of almost 3,000 partners — and growing.
- Recently certified as a Great Place to Work in the UK and Ireland, we are a successful business with a Trustpilot rating of 4.5, a Net Promoter Score of +78, a Glassdoor rating of 4.3 and a Silver Sustainability medal.
- At Premium Credit, we are committed to creating an inclusive, supportive and engaging workplace where colleagues can develop, contribute and make a real impact.
- We value different perspectives and believe they help us make better decisions for our customers, partners and people.
Equal Opportunity
- At Premium Credit, we are committed to fair, inclusive and accessible recruitment.
- We welcome applications from people of all backgrounds and will make reasonable adjustments throughout the recruitment process where needed.