Senior / Lead UX and Customer Researcher

About InvestEngine

InvestEngine is an ETF investment platform for individuals and businesses. We focus on making investing simple, low-cost and transparent, with a product that customers actually enjoy using. We operate in a regulated environment and put a lot of care into clear, fair communication and a strong customer experience across our app and web.

About the Role

We are hiring our first dedicated UX and customer researcher into the Experience team. You will report to the Chief Experience Officer and work closely with Product, Design, Marketing and Support.

You will help us answer two core questions:

• How do people actually use our product and where do they get stuck?

• How do people think about money, risk and investing, and what gets in their way?

On the UX side, we want to test important ideas and flows before we build them, and learn from real use after launch. On the customer side, we want a clearer view of goals, behaviours and barriers so we can make better decisions about what to build and how to position it.

What You’ll Do

• Plan and run research for key initiatives, with a strong focus on testing important flows and concepts before development.

• Look at both UX and wider customer questions and help connect the two in a way that is useful for the team.

• Set up light, sensible ways of working for research — how we recruit, how we ask questions, how we handle consent and store what we learn.

• Write clear, concise summaries and a regular Experience report that the wider company can understand and act on.

• Keep the quality bar high by calling out weak or biased research and being honest about what the evidence does and does not support.

What We’re Looking For

You do not need to tick every box, but most of these should feel close to home:

• You have solid experience running UX and customer research for digital products.

• You are comfortable working on both detailed flow questions and broader customer questions such as journeys, needs and attitudes.

• You understand the basics of investing, ETFs and personal finance behaviour, or you are ready to learn quickly, and you can design research that takes financial context, risk and regulation into account.

• You care about good research design — clean questions, sensible sampling, clear limits on what the data can tell you.

• You are happy being the only dedicated researcher for a while and can organise your work across several teams.

• You communicate clearly in plain English and can explain your thinking to people who are not researchers.

• You are comfortable saying “we do not know enough yet” when that is the truth.

Nice to have

• Experience in a regulated financial environment, for example fintech, banking, trading or pensions.

• Experience joining an organisation where research practice was still forming rather than fully mature.

• Some familiarity with product analytics or behavioural data and how it complements qualitative work.

Practicalities

• Location: UK based (employment), with flexibility on hybrid / remote.

• Team: Experience team, reporting to the Chief Experience Officer.

• Type: Full-time, permanent.

What We Offer

Impact from day one
You’ll take on meaningful work from the start, tackling real challenges that drive the stability, efficiency, and growth of our business.

Room to grow
As we scale, you’ll have opportunities to expand your responsibilities, influence how we work, and help shape our long-term direction.

Transparent and open culture
We share decisions openly, keep communication channels clear, and encourage collaboration across every part of the business.

Supportive, high-calibre team
Work alongside talented professionals who are experts in their fields — smart, driven, and generous with their knowledge.

Remote first and flexible
Work in the way that best suits you. We focus on results, not rigid hours, and trust you to manage your time effectively.

How to apply

Please submit your application together with answers (up to 400–500 words) to the following:

1. One recent research project you worked on for a digital product. Please describe roughly when it was, what kind of company it was, your role title, who else was involved, what you actually did, and what happened afterwards, if anything.

2. A situation where time or resources were limited and you still had to decide what, if any, research to do. How did you think about your options, and what did you end up doing?
   

3. After looking at InvestEngine’s public product and website, one or two questions you would be curious to explore through research in your first month here, and why.

Please base your answers on your own experience. It is fine to use tools to polish your writing, but we will go into your examples in detail if we speak.

Recruitment process steps

1. Application review — we look through your CV and your answers

2. 30 minute call with the hiring manager
   

3. Short online cognitive test
   

4. Three follow-up interviews with key stakeholders — typically the CEO, CXO and Head of Product