Staff User Researcher - Mitigation Platform

About Wise

Wise is a global technology company dedicated to optimizing the way people and businesses move and manage money internationally by offering minimal fees, ease of use, and speed. Their mission is to create an open and fair financial system accessible for everyone, everywhere.

Role Overview

We are seeking a Staff User Researcher to join our Mitigation Platform team based in London. This team develops the foundational platform that supports various internal Wise teams in designing, launching, and improving mitigation workflows. The researcher will focus on ensuring the platform aligns with real user needs, maintains adaptability across regions, and enables efficient, consistent, and high-quality outcomes.

Key Responsibilities

• Collaborate with cross-functional partners to understand the needs and behaviors of internal teams and agents using mitigation processes.
• Identify common elements in mitigation workflows and distinguish those that require team-specific handling.
• Address high-level platform challenges, including case escalation between departments, platform flexibility, optimal default handling experiences, integration of AI and large language models (LLMs) in agent workflows, and eliminating duplicated efforts.
• Proactively define research questions in a broad and complex problem space and select appropriate methods to investigate them.
• Translate insights from complex operational systems into actionable product strategies for the platform team.
• Build a comprehensive understanding across fragmented knowledge areas to inform organizational decisions beyond the immediate squad.
• Engage with a community of over 20 researchers in London for mutual learning and collaboration.

Research Excellence

• Exhibit expert judgment and systems thinking by adapting research methods to navigate ambiguity, from exploratory to evaluative studies.
• Design studies that instill confidence in decision-making through clear, actionable evidence.
• Demonstrate a successful history of expanding research impact across teams and senior executives.
• Possess strong proficiency in mixed-method research and the use of AI tools to enhance research processes.
• Communicate complex operational insights effectively by connecting them to tangible customer outcomes.
• Operate with urgency, advancing projects and improving quality without focusing on perfectionism.

Strategic Impact

• Define and communicate research strategies and success metrics aligned with squad and business priorities.
• Track platform effectiveness and associated research impact through measurable indicators.
• Identify proactive research opportunities tied to organizational objectives.
• Influence decisions positively among senior stakeholders while maintaining constructive relationships.
• Mentor non-research professionals in conducting high-quality research and elevate overall research standards.

Candidate Profile

• Proven experience leading UX research within the technology/product industry.
• Prior mentorship or coaching in research methodologies to others.
• Comfortable working embedded within product squads on day-to-day tasks rather than from a detached consulting role.
• Adept at managing ambiguity across various product domains in a fast-moving environment.

Exclusions

This opportunity may not suit those primarily experienced in market research or academic settings who lack hands-on UX research leadership, mentoring experience, or prefer less integrated roles.

Additional Information

Wise is committed to diversity, equity, and inclusion, fostering an environment where everyone is valued and can contribute to the mission of money without borders, free from prejudice. Their workforce is truly international, and they promote respect, empowerment, and growth opportunities for all employees.