Customer and Partner Experience Researcher

14-month Fixed Term Contract – Maternity Cover
Hybrid London location

Are you an experienced researcher who is passionate about understanding the  why  behind customer and partner behaviours? Do you enjoy uncovering insight, telling the story behind the data and influencing meaningful improvements across a business?

We have an exciting opportunity for a Customer & Partner Experience Researcher to join Premium Credit on a 14-month fixed-term contract to provide maternity cover.

This role sits within our Customer & Partner Journey team and plays a key part in helping us better understand the needs, behaviours and experiences of our customers and partners. You will lead customer and partner research activity across the business, providing clear, actionable insight that supports journey improvements, strategic change, regulatory initiatives and evidence-based decision‑making.

You’ll work closely with Customer and Partner Experience Managers, senior leaders and stakeholders across Operations, Product, Compliance, Change and Technology to shape how research is delivered and embedded across Premium Credit.

As our Customer & Partner Experience Researcher, you will:

• Own and maintain the customer and partner research roadmap, ensuring research activity is aligned to business priorities.

• Plan, manage and deliver qualitative and quantitative research projects from scoping through to analysis and recommendations.

• Select the most appropriate research methodologies to meet business objectives and provide meaningful insight.

• Conduct customer and partner interviews, usability testing, surveys and feedback sessions.

• Use tools such as Maze and Glassbox to create, manage and analyse studies.

• Translate complex research findings into clear, concise and actionable insights.

• Produce reports, presentations and summaries tailored to different stakeholder audiences.

• Present findings and recommendations confidently to senior stakeholders and leadership teams.

• Use evidence and insight to constructively challenge assumptions and influence better business decisions.

• Support journey reviews and improvement initiatives through robust evidence and insight, including evaluating proposed changes through customer and partner testing.

• Provide insight to support strategic change initiatives, Consumer Duty and wider regulatory obligations.

• Act as a subject matter expert for customer and partner research, helping to define standards, methodologies and best practice across the organisation.

We’re looking for someone who is naturally curious, analytical and confident working with stakeholders at all levels. You’ll be comfortable managing multiple priorities, building trusted relationships and turning research findings into practical recommendations that drive action.

You’ll bring:

• Extensive experience delivering end-to-end qualitative and quantitative research projects.

• Strong understanding of customer experience, user research and insight methodologies.

• Experience conducting interviews, usability testing and surveys.

• Strong analytical skills, with the ability to identify meaningful themes, patterns and opportunities from research data.

• Excellent communication, presentation and storytelling skills.

• Experience producing insight reports and recommendations for senior stakeholders.

• Strong stakeholder management and relationship‑building skills.

• Confidence in using research evidence to influence decision‑making and challenge assumptions.

• Experience using research tools such as Maze, User Testing, Glassbox or similar.

• Experience managing recruitment agencies to source research participants.

• Ability to work independently while building credibility across the organisation.

• Experience working in financial services or another regulated environment.

It would also be beneficial if you have experience supporting customer experience measurement programmes, journey mapping activity, regulatory initiatives or change programmes.

Premium Credit is the leading provider of insurance premium finance and a range of annually charged services, including tax, regulatory and accountancy fees, sports season tickets, memberships…