Principal User Researcher 

Principal User Researcher - Product Design

London, UK - 4 days a week in the office 

Ebury is a financial technology company specialising in international payments, collections, and foreign exchange services. The company focuses on providing tailored financial solutions for SMEs and mid-cap companies. Ebury offers foreign exchange activity in over 130 currencies - for both major and emerging markets - as well as cash management strategies, trade finance, and foreign exchange risk management.

Overview

You will gather and analyse insights about Ebury’s clients by conducting interviews, creating detailed client portraits, and collaborating with front-office teams. The findings will help refine Ebury’s understanding of its customer base and support product and strategy development.

Client Interviews

Understand typical Ebury clients’ needs, behaviors, and challenges.

• Identify and select a representative sample of clients (with input from the front office).
• Prepare a structured interview guide with key questions covering:
• Business size, industry, and region.
• How they use Ebury’s platform (e.g., payments, FX, lending).
• Pain points, unmet needs, and desired features.
• Schedule and conduct interviews (remote or in-person).
• Record interviews (audio or video) for reference.

Develop Client Portraits

Create detailed profiles of typical Ebury clients based on interview insights.

• Analyze interview recordings and notes to identify common themes and trends.
• Build client portraits (personas) that include:
• Demographics (e.g., business size, industry, region).
• Key motivations and goals.
• Pain points and challenges.
• Behavior patterns (e.g., frequency and type of platform usage).
• Highlight differences between audience segments (e.g., SMEs vs. large enterprises).

 Collaborate with Front Office

Gather insights from front-office teams who interact with clients daily.

• Interview front-office team members (e.g., sales and support) to understand:
• Common client queries, concerns, and feedback.
• Insights into client behavior and preferences.
• Cross-reference front-office feedback with interview findings.

Reporting and Sharing Insights

Ensure findings are clear, actionable, and accessible to the wider team.

• Organize insights into structured reports and presentations.
• Include:
• Key findings from client interviews.
• Client portraits/personas.
• Front-office feedback summaries.
• Conduct a team meeting or workshop to present findings and discuss applications.