User Researcher

(This position is with our CardUp team)

CardUp is on a mission to provide individuals and businesses with a better way to pay and get paid. Our payment platform simplifies the lives of business owners, bringing both payments and collections into one easy-to-use digital platform. These no-code solutions improve cash flow management, unlock rewards on existing cards and save time through automation, all with no software implementation or setup time.

At our core, we allow any big expense - previously made by cash, cheque, or bank transfer - to be shifted onto a credit card. This includes expenses that traditionally have not accepted cards. Examples include rent, insurance premiums, payroll, supplier invoices and more. In addition, we equip businesses with the tools needed to automate payment processing, helping them save time whilst staying in control of their finances.

CardUp operates regionally across Singapore, Hong Kong and Malaysia, and is licensed by the Monetary Authority of Singapore (MAS) as a Major Payment Institution under the Payment Services Act.

As a User Researcher, you’ll be a trusted voice of the customer, championing the use of research to drive product direction and growth, with a focus on increasing product adoption and utilisation.

Research plays a key part in the product development process and in defining successful growth strategies, by helping the team deeply understand the needs, experiences, thinking and workflows of our users and target customers.

As a researcher, you measure the value of your work through real business impact, created via execution on the actionable insights you generate. To achieve this, you’ll work closely with Product Managers, Designers, Data Analysts, Product Marketers and Engineers to define and prioritise research problems and execute research studies to solve them. You'll own and drive projects from start to finish, including socialising key insights across the company.

The role is ideal for someone with a strong interest and experience in the B2B software and financial technology space, with a focus on product-led growth.

**Key Responsibilities**:

- **Run research studies**: Provide actionable insights to the product and growth teams on problem discovery and solution discovery. Own end-to-end project management, from questionnaire design, participant sourcing, execution, analysis and sharing of insights within the project timeline.
- **Manage our insights database and documentation**: Drive the consolidation of insights across primary research and secondary channels like sales, customer service queries, and in-product surveys, pulling together a cohesive picture of our customers that product and growth teams can easily search and reference.
- **Thought leadership**:Through your research, build a knowledge base that positions yourself as an expert in the voice of the customer.
- **Mentoring to scale research across the company**:Guide Product Managers and Product Designers to conduct research with a high degree of rigor.

**Requirements**:

- Expertise in conducting end-to-end user research studies: Planning, recruitment, execution, analysis, and delivery.
- Experience in instrumenting analytics to measure the user experience over time at scale, including NPS, SUS, and more.
- An expert understanding of rigour and validity in research and how to make trade-offs to answer key questions within project and timeline constraints.
- An ability to develop strong partnerships with PMs, designers and marketers - to positively challenge assumptions, create clarity in ambiguity, and define direction.
- You manage your workload proactively and suggest solutions to re-align competing priorities. You’re trusted by peers to ship quality work consistently and are a model for reliability.
- You are comfortable operating in a fast-paced environment with ambiguous problem spaces.
- Bonus: You’ve worked in both consumer and B2B domains and have tackled complex product challenges with payments and finance workflows.

**Benefits**
- Time off - We would love you to take time off to rest and rejuvenate. We offer flexible paid vacations as well as many other observed holidays by country. We also like to have our people take a day off for special days like birthdays and work anniversaries.
- Flexible Working - We believe in giving back the control of work & life to our people. We trust our people and love to provide the space to accommodate each and everyone's working style and personal life.
- Medical Benefits - We offer health insurance coverage for our employees and dependents. Our people focus on our mission knowing we have their back for their loved ones too.
- Mental Health and Wellness - We understand that our team productivity is directly linked to our mental and physical health. Hence we have Wellness Wednesdays and we engage partners to provide well-being coaching. And we have our Great FSMK Workout sessions too to keep everyone healthy and fit
- Learning