Senior Market and Customer Researcher

At AJ Bell, our Direct-to-Consumer (D2C) business is supported by a dynamic Insights team, who are SMEs across data, insights and research. Together, they ensure that deep customer understanding and data-led analysis sit at the heart of decision-making.

To support this function, we’re looking for a Senior Market and Customer Researcher to lead and elevate our research capability. This is an exciting opportunity for someone who thrives on uncovering what really matters to customers – leading a wide range of research activities, from market analysis and always-on surveys to in-depth interviews and focus groups.

Alongside designing and delivering impactful research, this role plays a key part in building strong relationships across the business—ensuring that compelling, actionable customer insights directly inform strategy, product development, and customer experience decisions.

• Undertaking end-to-end mixed method customer and market research projects incorporating market and desk research, qualitative and quantitative customer and consumer research, and internal data analysis.
• Working closely with colleagues in product, marketing and digital along with senior managers to understand their requirements and develop comprehensive research briefs.
• Leading the design and delivery of quantitative research and surveys including questionnaire design, coding and build, and results analysis.
• Leading the design and delivery of qualitative customer research including recruiting participants, discussion guide and stimulus development and conducting group and individual interviews
• Undertaking desk research using public and third-party data sources to deliver comprehensive market and consumer trend analysis
• Acting as the voice of the customer in key internal forums, to ensure that customer and market intelligence is at the heart of decision making.
• Supporting with the development of the Voice of Customer capability including planning and execution of always-on customer research and surveys along with selection and testing of new data sources and platforms.
• Collaborating closely with specialist researchers across the business to ensure that strategic and customer insights are translated into high-quality delivery in UX, product and customer experience.
• Continuously monitoring the quality of our data services, agency partners and platforms and proactively identifying opportunities for improvement
• Engaging regularly with internal stakeholders to gather feedback on the quality and impact of research and adopt a continuous improvement model to ensure customer and commercial benefit.

A broad range of competence, knowledge and skills would help you succeed in this role, but it is not critical to meet every single criteria listed below. We encourage a wide range of applicants.

• Experience of developing and delivering multi-stage research programmes which blend market and secondary research with primary qualitative and quantitative research.
• A strategic approach which combines customer and market research with commercial needs and business capabilities.
• Hands-on experience of primary quantitative research including questionnaire development, survey coding and building, and data analysis.
• Experience managing and running always-on customer and consumer research spanning trigger-based surveys and larger scale projects.
• Experience developing and delivering primary qualitative research (both virtually and in-person).
• Strong desk research skills with experience using public, third party and internal customer data.
• Excellent analysis skills and logical thinking.
• Strong time and project management skills, with the ability to prioritise tasks and oversee simultaneous research projects.
• Strong brief-writing skill with the ability to translate ambiguous requirements into relevant proposals and approaches
• B2B research experience (advantageous).
• Experience with customer panels (advantageous).

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