Staff Design Researcher - Support
Core
Shape the end-to-end support experience (Help Centre, Wise Assistant, human support) by defining research direction, combining qualitative and quantitative evidence, and influencing product/service strategy for a global financial system.
Role type
Staff-level individual contributor product researcher (support experience)
Builds
Support journey, AI-enabled experiences, self-service routes, and handover processes for Wise's international payment platform
Domain
Fintech / International Payments / Customer Support
Required skills
Mixed methods research (generative and evaluative), service research, AI-enabled/conversational experience research, strategic research direction setting, cross-functional partnership, evidence-based strategy translation, ambiguity resolution, senior stakeholder influence
Preferred skills
None explicitly stated as preferred
Technologies
None explicitly stated
Responsibilities
Set research priorities aligned with business goals; design and deliver complex qualitative and quantitative studies; evaluate support and AI experiences from customer perspective; define quality principles and frameworks; improve conversational AI and human support interactions; balance long-term vision with immediate team needs; influence senior leaders in Product, Design, and Data Science
Seniority
Staff, strategic individual contributor
