Staff Design Researcher - Support

Description

We’re on the lookout for a Staff Researcher to join our Support Experience team in London! You'll be part of Wise’s global mission to build an open, fair and human financial system. Because people without borders need money without borders.

Your mission:

As a Staff Researcher, you’ll shape how we understand and improve the end-to-end support experience. You’ll work across methods to uncover what customers need when resolving problems, what builds or loses their trust, and where self-service, AI and human support should each play a role.

Your work will span the whole support journey, including the Help Centre, Wise Assistant, human support and the underlying products and processes that determine whether customers’ problems are resolved. You’ll help teams understand what makes support interactions feel helpful, how experiences should work when AI cannot meet a customer’s needs, and what a successful handover to human support looks like.

This is a Staff-level individual contributor role for someone who sets research direction rather than waits for a brief. You’ll define the questions worth answering, choose the right methods and turn evidence into product and service strategy that influences decisions beyond your immediate team.

You’ll also join a community of more than 20 researchers in London. Although our researchers are embedded across different teams and squads, they regularly come together to learn from and support one another.

Here’s how you’ll make an impact:

Setting priorities and research direction: Identify the most important questions to answer and connect your research priorities to team and business goals.

Leading complex qualitative and quantitative research: Design and deliver rigorous generative and evaluative studies for ambiguous, high-impact problems, combining qualitative evidence with behavioural, product and operational data where it strengthens decision-making.

Defining what good looks like: Evaluate support and AI-enabled experiences from the customer’s perspective, then help teams develop meaningful principles, frameworks and measures of quality.

Shaping self-service, AI and human support: Help teams understand which problems customers expect to solve themselves, where AI can help, when customers need a human and how these routes should work together.

Improving conversational experiences: Establish what makes AI and human support interactions clear, helpful and trustworthy across different customer needs and situations. Turn evidence into clear recommendations that influence what we build now and how the wider support ecosystem should develop.

Connecting now, next and future: Balance the long-term vision for Support with what teams need to learn today, adapting your research plans as customer needs, technology and the problem space evolve.

Influencing senior leaders: Work as a strategic partner to Product, Design, and Data Science, navigating different priorities and helping senior stakeholders reach well-informed decisions.

Leading with guts: Set ambitious goals, challenge assumptions and champion research quality, our customers and a human-centred approach to product development.

Bringing sound judgement to AI: Help teams understand how people use and build trust in AI, what happens when it does not work, and how AI-powered experiences should be evaluated and improved.

You’ll operate as a peer to Design, Product, Engineering, Data Science and Operations, bringing rigour, clarity and sound judgement to complex decisions. You’ll resolve ambiguity, align teams around shared evidence and think systemically about how support experiences connect across channels, products and operational processes.

Requirements

• You have 6+ years of experience delivering product research in a technology environment, including work on complex, ambiguous and interconnected experiences.
• You have deep expertise in mixed methods research, including generative and evaluative methods, and can combine qualitative evidence with behavioural, product and operational data.
• You have strong service research skills and can investigate experiences across multiple channels, teams and underlying systems rather than treating each interaction in isolation.
• You have experience researching AI-enabled or conversational experiences, including how people develop trust, respond to failures and move between automated and human experiences.
• You use strong judgement to choose the right methods, moving between open-ended exploration, journey-based research and focused evaluation as the problem evolves.
• You can evaluate experiences from the customer’s perspective and help teams translate qualitative evidence into clear principles, frameworks and measures of success.
• You build strong partnerships across Product, Design, Engineering, Data Science and Operations, and have a track record of influencing senior and executive-level decisions.
• You communicate evidence clearly, create momentum without sacrificing rigour and help others improve the quality of their research.
• You can shape research and product strategy across multiple teams while championing customer needs and human-centred design.
• championing rigour, customer needs and human-centred design.
• Not ticking every box? That's okay. If this role excites you and you're keen to grow into it, we'd still love to hear from you! Research shows that some people hesitate to apply unless they meet every single requirement, and we don't want to miss out on great candidates because of it.
• As a heads up, this role probably isn't for you if:
• Your experience is primarily market research and/or academia
• You're not comfortable navigating the complexity of overseeing multiple product areas in a fast-paced environment
• Additional Information
• For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.
• We're proud to have a truly international team, and we celebrate our differences.
• Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.
• If you want to find out more about what it's like to work at Wise visit Wise.Jobs .
• Keep up to date with life at Wise by following us on LinkedIn and Instagram .
• Company Description
• Wise is a global technology company, building the best way to move and manage the world’s money.
• Min fees. Max ease. Full speed.
• Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.
• As part of our team, you will be helping us create an entirely new network for the world's money.
• For everyone, everywhere.
• More about our mission and what we offer .