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WiseStaff Design Researcher - Support
Wise is hiring a full-time Staff Design Researcher to join its Support Experience team located on-site in London. This individual contributor position focuses on shaping the…
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About This Role
Wise is hiring a full-time Staff Design Researcher to join its Support Experience team located on-site in London. This individual contributor position focuses on shaping the end-to-end customer support journey, which encompasses the Help Centre, the Wise Assistant, human support channels, and associated internal products. The successful candidate will guide research priorities independently, determine appropriate methodologies, and translate findings into strategic decisions that influence senior leaders across product, design, engineering,…
Job Description
Wise is hiring a full-time Staff Design Researcher to join its Support Experience team located on-site in London. This individual contributor position focuses on shaping the end-to-end customer support journey, which encompasses the Help Centre, the Wise Assistant, human support channels, and associated internal products. The successful candidate will guide research priorities independently, determine appropriate methodologies, and translate findings into strategic decisions that influence senior leaders across product, design, engineering, data science, and operations. The role suits an experienced practitioner capable of navigating ambiguity and establishing how self-service, artificial intelligence, and human assistance interact to resolve customer problems effectively. Wise operates as an international organization focused on building a fair, open, and borderless financial system. Researchers at Wise join a local community of more than twenty peers in London who collaborate and share knowledge regularly while being embedded across various squads.
Responsibilities
- Identify critical questions and connect research priorities to broader business goals
- Design and execute rigorous generative and evaluative studies for complex problems
- Combine qualitative feedback with behavioral, product, and operational data
- Assess support and artificial intelligence tools from the perspective of the customer
- Establish frameworks and quality metrics to guide support and automated experiences
- Investigate how customers interact with automated systems, manage failures, and transition to human assistance
- Collaborate strategically with product, design, engineering, data science, and operations peers
- Influence executive decisions and product strategy across multiple product areas
Requirements
- Have at least six years of professional experience conducting product research within a technology setting
- Demonstrate expertise utilizing mixed methods, including both generative and evaluative techniques
- Possess service research skills capable of examining experiences across multiple channels and systems
- Bring previous experience researching conversational or artificial intelligence experiences
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location and work arrangement for this role?
The position is based on-site in London.
What is the employment type?
This is a full-time, individual contributor role.
What experience is required to apply?
Candidates must have six or more years of product research experience in a technology environment, with expertise in mixed methods, service research, and artificial intelligence or conversational experiences.
What is the salary for this position?
The salary is not stated in the job posting.
Sample Interview Questions
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