Market and Customer Researcher

Job Description

Turn customer understanding into better decisions

At AJ Bell, understanding our customers is at the heart of how we grow and improve our business.

Working in the D2C business at AJ Bell, the Insights team is a small but dynamic and experienced group of SMEs who work across data, insights and research to ensure customer understanding, market intelligence and data-led analysis are embedded at the heart of how the business sets direction, prioritises investment and measures success.

The Market and Customer Researcher supports the delivery of our customer and market research portfolio, encompassing market research, customer surveys, both tactical and always-on initiatives, and direct customer feedback through interviews and focus groups. The role involves designing and delivering research that builds a strong understanding of our customers, the market and wider consumer trends. Working collaboratively with colleagues across the business, the researcher will help ensure that compelling market, customer and consumer insights inform and support our products, propositions, campaigns and business plans.

What you'll be doing

You'll work across a varied portfolio of market and customer research, combining qualitative and quantitative approaches to answer important business questions.

You'll:

• Undertake end-to-end mixed-method customer and market research projects, incorporating market and desk research, qualitative and quantitative customer and consumer research, and internal data analysis as appropriate.
• Work closely with colleagues in product, marketing and digital, as well as other internal stakeholders, to understand their requirements and develop clear research briefs in response.
• Support the design and delivery of quantitative research and surveys, including questionnaire design, survey coding and build, and results analysis.
• Support the design and delivery of qualitative customer research, including participant recruitment, discussion guide and stimulus development, and conducting group and individual interviews.
• Own competitor tracking and reporting, ensuring that market and competitor alerts and insight packs are delivered to the business in a timely manner with clear implications.
• Undertake desk research using public and third-party data sources to develop an understanding of market trends, consumer behaviour and the competitive landscape.
• Analyse data and distil findings into relevant insights, delivered through clear, compelling and actionable reports that are grounded in consumer truth and commercially relevant.
• Represent the voice of the customer by sharing research findings and insights with internal stakeholders, helping ensure customer and market intelligence informs decision-making.
• Work with agency partners where required to support the delivery of high-quality research that meets stakeholder expectations and represents value for money.
• Support the development of the Voice of Customer capability, including the planning and delivery of always-on customer research and surveys, alongside the evaluation and testing of new data sources and platforms.
• Collaborate with specialist researchers across the business to help translate strategic and customer insights into high-quality delivery across UX, product and customer experience.
• Monitor the quality of research data, agency services and platforms, identifying opportunities for improvement and greater efficiency.
• Engage regularly with internal stakeholders to gather feedback on the quality and impact of research and contribute to a continuous improvement approach that delivers customer and commercial benefit.

What we're looking for

We're looking for someone who is naturally curious and enjoys getting underneath a business question to understand what is really happening.

You'll be able to combine research expertise with commercial thinking, turning evidence into insights that people can understand and act on.

You'll bring:

Research experience

• Experience supporting or delivering multi-stage research projects using qualitative and quantitative approaches
• Practical experience of quantitative research, including questionnaire development, survey build and data analysis
• Experience developing and delivering qualitative research, including participant recruitment, discussion guides, stimulus and interviews
• Experience of customer or consumer research, including always-on or trigger-based research
• Strong market and competitor research experience, including ongoing monitoring, reporting and presenting insights to senior audiences
• Strong desk research skills, using public, third-party and internal customer data
• Experience working with research agencies or external partners
• Good brief-writing skills and the ability to translate stakeholder requirements into appropriate research approaches

Insight and analytical skills

• Strong analytical and logical thinking, with the ability to bring together different sources of data to identify trends, patterns and connections
• The ability to turn research findings into clear, commercially relevant narratives
• An understanding of how customer and market insight can influence product, proposition and digital customer experience
• Good time and project management skills, with the ability to manage competing priorities and multiple projects

Knowledge

• A good understanding of market research approaches, including surveys, interviews, focus groups and sampling
• An understanding of customer and consumer needs, motivations, decision-making, journey mapping and research-based segmentation
• Knowledge of statistical and data analysis techniques, including descriptive statistics, with an awareness of regression and multifactorial analysis
• An understanding of qualitative research, including thematic analysis, coding, interpretation and moderation
• An appreciation of research ethics, privacy, data protection and consent management

Skills and approach

• Clear communication and presentation skills, with the ability to make complex findings accessible to different audiences
• Strong stakeholder engagement skills and a customer-first mindset
• A naturally curious and inquisitive approach, with a willingness to question assumptions and explore different perspectives
• Commercial awareness and an understanding of how customer and market insight can contribute to business value

Experience with customer panels, B2B research, competitor monitoring platforms such as Similarweb, UX platforms such as UserTesting, customer experience platforms such as Qualtrics or Medallia, or CRM and marketing automation platforms such as Braze, Salesforce or Bloomreach would be beneficial.

About AJ Bell 

At AJ Bell, we believe investing should feel good. Whether you're looking for an ISA, pension or dealing account, whether you want to invest with the help of a financial adviser or do it yourself, we have easy-to-use solutions to suit people from all walks of life.

We're one of the UK's fastest-growing investment platform businesses, trusted by everyone from professional financial advisers to first-time investors.

Today, over 762,000 customers trust us to manage more than £121.5 billion of assets. By continually striving to make investing simpler and more accessible, we're helping more people take control of their financial futures.

We're proud to be recognised as a Great Place to Work® for the past two years, building on six consecutive years as one of the UK's Best 100 Companies to Work For. It's recognition we're proud of and a reflection of the supportive and collaborative culture we strive to create for our people.

What we offer 

• Competitive starting salary depending on experience
• 25 days holiday, increasing with service + buy/sell scheme + bank holidays 
• 6% Pension with matched contributions 
• Discretionary bonus scheme 
• Share schemes (including free shares and BAYE) 
• Health Cash Plan and discounted private healthcare 
• Enhanced family leave (subject to qualifying criteria) 
• Travel and bike loan schemes 
• Employee Assistance Programme 

Life at AJ Bell 

• Regular social events including summer and Christmas parties 
• Learning and development opportunities tailored to you 
• Casual dress code 
• Friendly, supportive team environment 

Our ways of working 

We offer hybrid working, with a minimum of 50% of your working time per month spent in the office.  

For new starters, there’s an initial period of full-time office working to help you settle in and build relationships.  

Inclusion & diversity 

We’re committed to creating an inclusive environment where everyone feels respected, supported and able to be themselves at work.

We welcome applications from all backgrounds and make hiring decisions based on skills, experience and potential.

Your application, reviewed by people

We believe great hiring starts with people. That's why every application is reviewed by a member of our Recruitment team, rather than screened by AI. It may take us a few days to get back to you, but please be assured that your application will be given the time and attention it deserves.

Agency information

This vacancy is being managed exclusively by our in-house Recruitment team. We are not partnering with recruitment agencies on this opportunity and will only accept applications submitted directly by candidates.