Lead Experience Researcher, Wealth Services, Vice President
On-siteLondon, England, United Kingdom
Job Summary
Lead end-to-end research across the wealth management lifecycle, including client acquisition, onboarding, financial planning, investment management, advisor interactions, retirement planning, and mid- to back-office operations. Develop a deep understanding of client, advisor, and operations staff experiences to generate evidence and insight that inform product, service, and business decisions. Identify unmet needs, pain points, risks, and opportunities across customer and employee journeys, then translate findings into clear, actionable recommendations that improve trust, engagement, digital experiences, and business outcomes. Partner with product, design, engineering, and business stakeholders to shape priorities, challenge assumptions, and strengthen the foundations of the Experience Research practice through standards, governance, and scalable ways of working. Champion ethical and responsible research practices appropriate for a regulated environment.
Required Qualifications
- Significant experience conducting user, customer, product, service, or experience research in complex organisations
- Experience working within financial services or another regulated industry
Desired Qualifications
- Experience conducting research for complex financial, enterprise, or data-intensive applications is a plus
- Familiarity with research governance, ethics, compliance, and risk requirements
- Exposure to service design, journey research, or experience strategy
- Interest in emerging technologies, including Agentic AI and Generative AI, and their impact on user experiences within financial services
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