Customer Researcher

The Role

As a Customer Researcher at OnePay, you'll define how we understand and connect with our customers - shaping consumer research strategy company-wide, not just executing against it. You'll be the throughline between Brand, Marketing, Product, Design, and Business leadership, ensuring every major decision is grounded in a rigorous, shared understanding of the customer. You will:
• 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
• Establish durable insights infrastructure, including tracking programs, segmentation frameworks, and foundational research that guides decisions across the organization
• 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

You Bring
• 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
• Ability to synthesize complex data into insights that resolve the most difficult strategic questions facing the business
• Drive and proactivity - everyone here is a builder and executor

What We Offer
• 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

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