Staff Design Researcher - Support
Core
Shape the end-to-end support experience by defining research direction, evaluating AI and human support interactions, and turning evidence into product and service strategy.
Role type
Staff-level individual contributor design researcher (support experience)
Builds
Support ecosystem including Help Centre, Wise Assistant, human support, and underlying processes
Domain
Fintech / Financial services / Customer support
Required skills
Mixed methods research (generative and evaluative), service research, AI-enabled experience research, qualitative and quantitative research, strategic research direction, cross-functional partnership, evidence-based decision making, customer perspective evaluation, research quality advocacy
Preferred skills
Experience with conversational AI, system thinking, influencing senior leaders
Technologies
AI, conversational interfaces, support platforms
Responsibilities
Set research priorities and direction aligned with business goals; design and deliver complex qualitative and quantitative studies; define quality principles and frameworks for support experiences; evaluate self-service, AI, and human support handovers; improve conversational experiences for AI and human agents; connect long-term vision with immediate team needs; influence senior stakeholders in Product, Design, and Data Science; champion human-centred design and research rigour
Seniority
Staff, strategic individual contributor
