Researcher

Hybrid
- London, England, United Kingdom
Operations

Job description

About us
Over the last 18 years, we have helped over a million satisfied customers move and manage their money. Our award-winning product portfolio allows our customers to make low-cost multi-currency payments across various payment products. From travel money to transfers, currency hedging, to expense management, we are focused on a single goal of making it easy for our customers to manage and move their money.

As a business, we are committed to delivering value to our customers through the combination of advanced payments technology and personal expert service. We’re doing this by hiring exceptional people and are now looking for a Researcher to join our team.

Within our offices in London, Chester and Los Angeles and Europe, Equals comprises of three business lines and brands - Equals Money, FairFX and CardOneMoney. You will join a very close-knit, talented and supportive team from various backgrounds who believe that bringing different perspectives together helps us understand our customers' needs. United, by one thing, making money management straightforward and cost-effective for our customers.

About the role

Embedded in Design, owning end‑to‑end customer research to inform Revenue Ops, product, design, and marketing. You’ll partner day‑to‑day across Sales, RevOps, Ops, Account Management, Customer Support, Marketing, Data/Analytics, and Events to surface patterns, opportunities, and risks. You’ll turn signal into clear insights, customer profiles, competitive narratives, and board‑level storytelling that shapes priorities.

Job requirements

What you'll do

Partner across departments to gather qualitative and quantitative input from customers and prospects
Plan and run continuous discovery: interviews, focus groups, surveys, diary studies, usability tests
Build and maintain customer profiles, segments, and journey maps grounded in data
Produce actionable insight reports for design, product, marketing, and the board
Identify customer trends and emerging opportunities with clear recommendations and impact sizing
Manage a research repository in Notion
Build and maintain competitive intelligence: competitor matrix and battle cards (in partnership with Sales and AM)
Run a win‑loss programme (interviews + synthesis) and partner with RevOps to improve the capture of win/loss and competitor data
Ensure research ethics, consent, and data quality; coordinate with Legal and Compliance where needed
Enable teams: write discussion guides, train partners to run light‑weight research, and review analysis
Close the loop: track how insights influence roadmaps, UX, messaging, and commercial outcomes

Outcomes (first 6-12 months)

A living research system: repository, taxonomy, consent process.
Quarterly Board insight pack with customer trends, risks, and opportunities
Clear customer profiles and jobs‑to‑be‑done that align design, product, and marketing
Decision‑ready reports that lead to shipped improvements and measurable impact

Collaboration

Day‑to‑day in Design. Partnership with Product Marketing and Sales Ops
Regular touchpoints with Sales, AM, CS, and Events for insights and feedback loops
Works closely with Data/Analytics to combine qual + quant and size opportunities

You'll excel if you have

4+ years in user/customer research or insight roles in product‑led organisations
Strong mixed‑methods skills: interviews, surveys, concept/usability testing, sampling, and synthesis
Experience turning research into clear decisions for product, design, and go‑to‑market
Experience partnering with Sales/RevOps/GTM teams (win‑loss, competitive insights, and commercial discovery)
Ability to communicate at exec level with strong writing and storytelling
Proficiency with research and survey tools; comfortable with spreadsheets and basic stats

Nice to have

Fintech, B2B SaaS, or payments experience
Repository setup experience and taxonomy design
Workshop facilitation and enablement of non‑researchers

Our investment in you
We welcome people into Equals and desire to grow and develop our talented teams. We believe in teamwork and celebrating our successes. We strive to embrace our values. We want to put you in the driving seat of your career and achieve your full potential through growth opportunities and developmental support.

When you join Equals, we aim to help you to get more out of your career. We will also offer you the following benefits;

Benefits

A competitive salary benchmarked against a peer group.
25 days holiday per year + your birthday off
Opportunities for progression, development and learning new skills - £250 towards the cost of learning & development.
Free onsite Nuffield Health gym & pool (London) and discounted gym membership elsewhere
GetActive with Aviva - Health and Wellbeing discounts on services and products
Interbank currency rates on travel money and international transfers.
Bupa Private Healthcare
Free Eye Test and £50 up to the cost of glasses
EAP Service - Mental Health Services
Life Assurance Policy - x3 annual salary
Contributory pension scheme
Cycle to Work Scheme
Season Ticket Loans
Enhanced Parental Policies
Complimentary tea, coffee, soft drinks and fruit
We operate a hybrid working arrangement where possible

Where possible we offer the opportunity to work flexibly and the opportunity to balance some remote working with time in the office collaborating, taking part in events and developing the social connections that make working with us rewarding.

Equals strives to create a workplace where we can all be ourselves. We believe in inclusion, equality and the power of diversity, so you'll be encouraged to bring your unique perspectives and experiences, and help us understand what you need to do your best work.

Hybrid

London, England, United Kingdom

Operations