Head Of Marketing Research And Experience

Role Summary

Were looking for a sharp, curious, and commercially minded Head of Marketing Research & Customer Experience to join our leadership team. Youll own the insight engine that powers our marketing, product, and growth decisions while ensuring every touchpoint a customer has with us is informed by real data, not gut instinct. This is a high-impact role that sits at the intersection of research, analytics, customer strategy, and growth marketing. Youll be equal parts analyst, strategist, and storyteller - able to translate complex data into clear actions that move the business forward.

Responsibilities

Market & Competitive Research

• Lead our market intelligence function; tracking trends, competitor moves, and emerging opportunities in the fintech landscape.
• Commission and run both qual and quant research programs (surveys, focus groups, desk research, third-party data).
• Provide leadership with regular, decision-ready briefs on market dynamics and whitespace opportunities.
• Build and maintain a competitive intelligence framework that keeps us ahead of the curve.
  
  

Customer Insights & Brand Tracking

• Own the growth VOC program end-to-end, designing listening posts across the customer lifecycle and turning feedback into insight
• Partner with Product, Marketing, and Commercial teams to ensure customer perspectives directly inform roadmap and GTM decisions.
• Develop and maintain rich customer personas and segmentation models that reflect how our customers actually behave.
• Own brand health tracking program with external partners and internal stakeholders
  
  

CX Data & Analytics

• Work closely with our Data team to build dashboards and insight frameworks that track customer sentiment, behaviour, and experience metrics (NPS, CSAT, CES, etc.).
• Define and own the research tech stack; from survey tools to analytics platforms.
• Champion a data-driven culture across the marketing function, raising the bar on how we measure and report on customer outcomes.
• Turn raw numbers into clear narratives for exec and board-level audiences
  
  

Leadership Attributes

Platform Thinking.

Ability to optimize growth across a portfolio of services rather than a single product.

Growth Orientation

Deep understanding of user acquisition, engagement, retention, and monetisation levers.

Commercial Acumen

Strong instinct for identifying scalable revenue opportunities within large digital user bases.

Data Fluency

Ability to translate analytics and experimentation into strategic decision-making.

Collaborative Leadership

Comfort working across product, marketing, data, and commercial teams to deliver platform-wide growth

Requirements

• 8+ years in marketing, consumer insights, or customer experience roles.
• At least 3 years in a leadership or management capacity.
• Proven track record in a tech, fintech, or connectivity services environment.
• Experience designing and running both quantitative (surveys, conjoint, segmentation) and qualitative (depth interviews, focus groups, ethnography, usability testing) research.
• Strong command of CX measurement frameworks (NPS, CSAT, CES) and journey mapping methodologies.
• Significant experience in managing marketing research with external partners and internal stakeholders.
• Preference for a multi role expertise including commercial, brand management and, digital marketing.
• Excellent analytical skills; comfortable with data, statistical methods, and research tools

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