Customer Researcher

<div><strong>The Role</strong><br/><br/>As a Customer Researcher at OnePay, you'll define how we understand and connect with our customers - shaping consumer research strategy company-wide, not just executing against it. You'll be the throughline between Brand, Marketing, Product, Design, and Business leadership, ensuring every major decision is grounded in a rigorous, shared understanding of the customer. You will:<br/><ul><li>Build and scale OnePay's consumer insights function, defining research standards, tools, governance, and processes</li><li>Lead quantitative and qualitative research to uncover consumer attitudes, behaviors, motivations, and perceptions, including advanced analytics on pricing, brand health, customer experience, and preference drivers</li><li>Partner with Brand and Marketing on segmentation, positioning, messaging, and campaign strategy; partner with Product and Design to inform product and experience decisions</li><li>Establish durable insights infrastructure, including tracking programs, segmentation frameworks, and foundational research that guides decisions across the organization</li><li>Measure and communicate the impact of campaigns, brand initiatives, product launches, and customer engagement through brand tracking, NPS, and performance analysis</li><li>Identify emerging customer trends, unmet needs, and market opportunities that inform brand, product, and business strategy</li><li>Enable marketers, product managers, designers, and strategists to apply research-driven decision making and conduct lightweight research independently</li></ul><br/><br/><strong>You Bring</strong><br/><ul><li>7+ years of experience in consumer insights, quantitative research, or consumer science within fintech, consumer technology, retail, or a related industry</li><li>Demonstrated experience starting or scaling an early-stage research program - building process, tooling, and governance with limited infrastructure and high ambiguity</li><li>Mastery across advanced quantitative methodologies: MaxDiff, conjoint analysis, pricing research (Van Westendorp, Gabor-Granger), brand tracking, and segmentation - as well as qualitative methods as a complement</li><li>Fluency with research and analytics tooling across the stack; proactive about identifying gaps and advocating for better tools</li><li>Track record as a solo or embedded researcher in a matrixed organization - earning trust and influencing strategy at the executive level</li><li>Proven ability to coach non-researchers to apply research methods independently, elevating research practice across functions that don't have dedicated support</li><li>Ability to synthesize complex data into insights that resolve the most difficult strategic questions facing the business</li><li>Drive and proactivity - everyone here is a builder and executor</li></ul><br/><br/><strong>What We Offer</strong><br/><ul><li>Competitive base salary, stock options, and health benefits from Day 1</li><li>401(k) plan with company match</li><li>Remote-friendly (US), flexible time off (FTO), and opportunities for growth</li><li>A high-growth, mission-driven, inclusive culture where your work has real impact</li></ul><br/><br/><strong>Standard Interview Process</strong><br/><ul><li>Initial Interview with Talent Partner</li><li>Technical or Hiring Manager Interview</li><li>Team Interview</li><li>Executive Interview</li><li>Offer!</li></ul><br/><br/></div>