Principal User Researcher

Ebury is a leading global fintech company that empowers businesses to trade and grow internationally. It offers a comprehensive suite of products, including international payments and collections, FX risk management, trade finance, and API integrations. Founded in 2009 by Juan Lobato and Salvador García, Ebury is one of the fastest-growing global fintechs, with over 1,700 employees and 38 offices in more than 25 countries. Principal User Researcher – Product Design London, UK – 4 days a week in the office You will gather and analyse insights about Ebury’s clients by conducting interviews, creating detailed client portraits, and collaborating with front-office teams. The findings will help refine Ebury’s understanding of its customer base and support product and strategy development. Client Interviews Understand typical Ebury clients’ needs, behaviors, and challenges. Identify and select a representative sample of clients (with input from the front office). Prepare a structured interview guide with key questions covering: Business size, industry, and region. How they use Ebury’s platform (e.g., payments, FX, lending). Pain points, unmet needs, and desired features. Schedule and conduct interviews (remote or in-person). Record interviews (audio or video) for reference. Create detailed profiles of typical Ebury clients based on interview insights. Analyze interview recordings and notes to identify common themes and trends. Build client portraits (personas) that include: Demographics (e.g., business size, industry, region). Key motivations and goals. Pain points and challenges. Behavior patterns (e.g., frequency and type of platform usage). Highlight differences between audience segments (e.g., SMEs vs. large enterprises). Collaborate with Front Office Gather insights from front-office teams who interact with clients daily. Interview front-office team members (e.g., sales and support) to understand: Common client queries, concerns, and feedback. Insights into client behavior and preferences. Cross-reference front-office feedback with interview findings. Reporting and Sharing Insights Ensure findings are clear, actionable, and accessible to the wider team. Organize insights into structured reports and presentations. Include: Key findings from client interviews. Front-office feedback summaries. Conduct a team meeting or workshop to present findings and discuss applications. About Us Ebury is a FinTech success story, positioned among the fastest-growing international companies in its sector. Founded in 2009, we are headquartered in London and have more than 1700 staff with a presence in more than 25 countries worldwide. Cultural diversity is part of what makes Ebury a special place to be. From Sao Paulo to Dubai, Bucharest to Toronto, we enjoy sharing team experiences and celebrating success across the Ebury family. Hard work pays off: in 2019, Ebury received a £350 million investment from Banco Santander and has won internationally recognised awards including Financial Times: 1000 Europe\’s Fastest-Growing Companies. None of this would have been possible without our proudest achievement: our great people. Enthusiastic, innovative and collaborative teams, always ready to disrupt and revolutionise the fast-paced FinTech sector. We believe in inclusion. We stand against discrimination in all forms and have no tolerance for the intolerance of differences that makes us a modern and successful organisation. At Ebury, you can be whoever you want to be and still feel a sense of belonging no matter your story because we want you and your uniqueness to help write our future. Please submit your application on the careers website directly, uploading your CV / resume in English. Apply for this job * indicates a required field First Name * Last Name * Email * Phone * Resume/CV * Enter manually Accepted file types: pdf, doc, docx, txt, rtf Please let us know if you require any special adjustments for this interview * Please let us know below: Collaboration within our tech hubs is important to us, can you work 4 days from the office and 1 day per week from home? * Select… If you currently hold a work visa or permit, please specify the type of visa you currently hold, expiry date and whether you will require sponsorship in the future. Do you require sponsorship for a work visa or permit to work in the country for the role you\’re applying for? Select… By checking this box, I agree to allow Ebury to retain my data for future opportunities for employment for up to 365 days after the conclusion of consideration of my current application for employment. #J-18808-Ljbffr