User Researcher

Pollinate International

User Researcher

Are you looking for the challenge and flexibility of a start-up, with the financial stability of an established business? Are you ready to take an exciting product from local to global?

We’re Pollinate - a new fintech business aiming to get banks back to where they belong: at the forefront of the payments industry. As a product-driven payments software business, we’re helping the world’s largest, most complex banks compete with digital challengers.

In Autumn 2019, we worked with NatWest to launch our global merchant acquiring platform in the UK (www.natwest-tyl.com). And we’re just getting started.

If you join us, you’ll be working with experts across payments, technology, consumer and financial services, supported by a world-class network of partners. You’ll be a key part of a team that’s changing the future of payments, with the freedom to make your mark. Together, we’ll be pushing the boundaries of merchant acquiring.

What will I do?

 As a User Researcher at Pollinate, you’ll take responsibility for building a deep understanding of the needs and wants of our end users – SME merchants and their customers. You’ll be responsible for planning, running, analysing and sharing qualitative research, including field observations, interviews (remote and in-person) and UX testing.

On a day to day basis you’ll be working closely with the Heads of Design and Product, along with product managers, designers and engineers. You’ll develop a deep understand the problem space we’re targeting, the solutions we’re exploring and the hypotheses that are being tested.  

You’ll consult the teams on the most relevant research approach in each case and lead the design of each study, championing research best-practices and ensuring aspects such as discussion guides, recruitment and analysis methods are appropriate.

Where relevant, you’ll be conducting the interviews, focus groups, field observations etc personally. We’d also like you to establish the tools and methodologies whereby some team members can conduct their own independent research (e.g. designers running UX testing sessions themselves).

We’ll use 3rd parties to provide aspects such as participant recruitment, but there will be an operational component to the role as you’ll be responsible for the end-to-end delivery of each study. You will lead the analysis and distillation of the research, helping the design and product teams to understand findings and use them to ideate.

Your objective will also be to build a holistic framework for understanding the needs of our users (for example personas, best practices, jobs to be done, needs-mapping etc) and to use this framework to communicate findings across internal teams in a way that is easy to digest and helps generate better understanding across the business.

You’ll become the most knowledgeable person in our business when it comes to the needs of merchants and their customers and one of the most important voices in the product development process.

What we are looking for

We’re looking for researchers with a passion for understanding the user. You’ve worked in a similar role for 8 or more years and have experience designing, executing and analysing research, using all of the key qualitative methodologies.

A Bachelor's degree in Human-Computer Interaction, Anthropology, Psychology, Computer Science, or Behavioural Economics, or equivalent practical experience would be desirable.

Communication is key to the success of this role – verbally, but especially through output documentation, so you must have a clear style and strategic approach.

Our end-users are SME merchants and their customers, so experience in this sector and a demonstrable understanding of their ambitions and challenges is a big benefit. We don’t expect you to have knowledge of our particular category, but an interest or experience in fintech or other financial aspects is certainly relevant.  

This is a self-starting role, in which you’ll have the support of relevant team-members, but also the autonomy to define your own working style and outputs.

What we stand for

We believe we are better together when we listen, engage and support each other, we want you to bring your expertise and experience to work every day

We are passionate about what we are doing and want you to share this with us, enjoy your time with us, stay calm under pressure and bring positive energy to the team

We are all on a journey together, we want your ambition and flexible mind set to embrace the twists and turns as we grow as a business


At the moment, and for the foreseeable future, this role will be 100% home based. We are in the process of developing a Future of Work at Pollinate strategy which will include hybrid working. 

Pollinate offers great benefits including up to 20% bonus, Life Assurance, Health Cash Plan, CSOP as well as flexible working hours and an online Yoga class.

This Job Description covers the main areas of your responsibilities. It is not an exhaustive list.


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