Customer Researcher

About the role

This role is for a Customer Researcher at OnePay. OnePay is a consumer fintech that aims to improve financial services for its users. The company is backed by Walmart and Ribbit Capital and is known for its fast-paced environment.

Responsibilities

• Define how OnePay understands and connects with its customers, shaping consumer research strategy company-wide.
• Build and scale OnePay’s consumer insights function, defining research standards, tools, governance, and processes.
• Lead quantitative and qualitative research to uncover consumer attitudes, behaviors, motivations, and perceptions, including advanced analytics on pricing, brand health, customer experience, and preference drivers.
• Partner with Brand and Marketing on segmentation, positioning, messaging, and campaign strategy; partner with Product and Design to inform product and experience decisions.
• Measure and communicate the impact of campaigns, brand initiatives, product launches, and customer engagement through brand tracking, NPS, and performance analysis.
• Identify emerging customer trends, unmet needs, and market opportunities that inform brand, product, and business strategy.
• Enable marketers, product managers, designers, and strategists to apply research-driven decision making and conduct lightweight research independently.

Requirements

• 7+ years of experience in consumer insights, quantitative research, or consumer science within fintech, consumer technology, retail, or a related industry.
• Demonstrated experience starting or scaling an early-stage research program — building process, tooling, and governance with limited infrastructure and high ambiguity.
• Mastery across advanced quantitative methodologies: MaxDiff, conjoint analysis, pricing research (Van Westendorp, Gabor-Granger), brand tracking, and segmentation — as well as qualitative methods as a complement.
• Fluency with research and analytics tooling across the stack; proactive about identifying gaps and advocating for better tools.
• Track record as a solo or embedded researcher in a matrixed organization — earning trust and influencing strategy at the executive level.
• Proven ability to coach non-researchers to apply research methods independently, elevating research practice across functions that don't have dedicated support.
• Drive and proactivity - everyone here is a builder and executor.

Qualifications

• Competitive base salary, stock options, and health benefits from Day 1.
• 401(k) plan with company match.
• Remote-friendly (US), flexible time off (FTO), and opportunities for growth.
• A high-growth, mission-driven, inclusive culture where your work has real impact.

Benefits

• Standard Interview Process
• Initial Interview with Talent Partner
• Technical or Hiring Manager Interview
• Team Interview
• Executive Interview
• Offer!

Schedule

Remote-friendly (US)

Pay

Competitive base salary, stock options, and health benefits from Day 1

Equal Employment Opportunity

To build technology and products that are used and loved by people and solve real-world problems, we need to build a team with many different perspectives and experiences. We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us at talent@onepay.com.