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?

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.

What you’ll be doing

• 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.

What we’re looking for

• 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, UserTesting, 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.

About Premium Credit

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 and school fees in the UK and Ireland. We are a multi‑award‑winning business, lending more than £4.5 billion to over 2.5 million customers through a network of almost 3,000 partners — and growing.

Recently certified as a Great Place to Work in the UK and Ireland, we are a successful business with a Trustpilot rating of 4.5, a Net Promoter Score of +78, a Glassdoor rating of 4.3 and a Silver Sustainability medal.

At Premium Credit, we are committed to creating an inclusive, supportive and engaging workplace where colleagues can develop, contribute and make a real impact. We value different perspectives and believe they help us make better decisions for our customers, partners and people.

Why join us?

This is a fantastic opportunity to join a business where research and insight are central to improving customer and partner experiences.

You’ll have the opportunity to:

• Lead meaningful research activity that shapes real business decisions.
• Work with a wide range of stakeholders across the organisation.
• Influence customer and partner journey improvements.
• Support strategic change and regulatory initiatives.
• Bring the voice of the customer and partner into decision‑making.
• Join a collaborative, values‑led organisation where your insight can make a real difference.

We also offer a competitive benefits package designed to support your wellbeing, work‑life balance and personal development, including:

• Competitive salary
• Hybrid working arrangements to support flexibility and collaboration.
• 25 days’ annual leave, plus bank holidays, with the option to buy or sell holiday.
• Pension scheme, life assurance and income protection.
• Private medical insurance and access to wellbeing support.
• Paid volunteering days and opportunities to get involved in our colleague networks.
• Ongoing learning, development and career progression opportunities.

Our recruitment process and pre‑employment checks

At Premium Credit, we are committed to fair, inclusive and accessible recruitment. We welcome applications from people of all backgrounds and will make reasonable adjustments throughout the recruitment process where needed.

As part of our recruitment process, successful candidates will be required to complete pre‑employment checks before joining us. These may include verification of your right to work in the UK, employment history, references, financial checks, criminal record checks and other checks relevant to the role and our regulatory responsibilities.

You must reside in the UK from the start date of this role; unfortunately we are unable to provide visa sponsorship at this time.