Customer Insights & Discovery Enablement Lead

Your Role

As the Customer Insights & Discovery Enablement Lead within Product Operations, you'll increase the product organisation's decision quality and speed by delivering high impact B2B customer insight programmes end to end and building discovery capability across Product Managers through coaching, materials, and structured upskilling.

Key Responsibilities

• Lead mixed method insight work end to end: problem framing, method selection, fieldwork, synthesis, recommendation activation.
• Run or lead priority studies: segmentation & personas (needs based, DMU/buying roles, ICP refinement), win/loss & deal insights, value proposition & messaging testing, lifecycle insights (adoption, renewal, churn drivers), journey insights.
• Triangulate insights with internal signals such as CRM themes, product usage, support patterns, and sales enablement feedback.
• Build a scalable discovery & insight capability across PMs, including lightweight enablement, office hours, shadow coaching, and a 'Discovery Development Path' (Foundations Practitioner Advanced).
• Create standard assets: discussion guide templates, screener templates, consent and privacy language, note taking and synthesis frameworks, insight to action recommendation templates.
• Deliver periodic training sessions on interviewing skills, bias avoidance, synthesis, validation, and communication of confidence.
• Define guardrails and governance for when PM led research is appropriate versus when a researcher should lead, covering ethics, consent, participant management, and insight storage.
• Establish insight operations for reuse and consistency, maintaining an insight repository and implementing a simple intake and prioritisation model.
• Manage vendor relationships where relevant: brief agencies, assess quality, and ensure consistent outputs.
• Drive insight activation and measure impact, partnering with PMs to convert insights into decisions and actions, and establishing lightweight measurement plans (win rate, time to value, adoption drivers, etc.).
• Improve organisational learning loops by reviewing what was done, what changed, and what was learned.

Skills & Experience

• Customer research expertise - 10+ years of experience within large corporate B2B environments, ideally in financial services or fintech.
• Proven ability to lead large, sophisticated research projects across qualitative and quantitative methods and synthesize findings into actionable insights.
• Deep understanding of customer journeys and behaviour, with an ethical approach to participant handling, consent, and privacy.
• Collaboration with product management teams, knowledge of modern product development frameworks (Jobs To Be Done, Design Thinking, continuous discovery).
• Experience establishing ongoing customer research programmes and managing research operations (templates, repositories, governance).
• Familiarity with modern research tools (Qualtrics, Dovetail, etc.) and vendor management.
• Leadership and coaching experience in developing others' research and discovery skills, with outstanding communication and collaboration abilities.
• Extra skills: knowledge of financial services industry, Agile software development, AI enabled frameworks, product analytics, experimentation, BI tools, service design methods.

Education

• Bachelor's degree (or equivalent) in Psychology, Sociology, Market Research, Statistics, Marketing, or a related field.

Equal Opportunity Statement

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy, disability, or any other basis protected under applicable law. We can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.