Customer Experience (CX) Researcher

The Pepperstone story started in 2010. We know what it’s like to trade the world’s markets. Our team describes us as a place for the curious and the driven, and we like to do things a little differently; as a transformative global fintech, we’re digital, nimble, connected, and united in our vision to create a better way to trade.

We thrive on progress – for our clients and for ourselves. Our organizational culture is ever-evolving, vibrant, diverse, global, and results focused. You’ll find our 350+ team currently across 9 locations and time zones.

The Role:

As we continue to invest in providing exceptional services to our clients, a brand new opportunity has been created to conduct high-quality research that will offer valuable insights into our customer experiences. As our Customer Experience (CX) Researcher, you will be researching on various trends, key themes and opportunities to create customer personas and journey maps that guide marketing, sales, and product development efforts to reach and convert ideal customers. With the guidance of our Head of Client Lifecycle, the role will also contribute to the development of innovative products and services that resonate with prospective customers.

The role can be based either in Melbourne, rest of key regions in APAC or Cyprus. We welcome candidates from these regions with relevant experience to apply and be part of our growing team who are passionate about client success.

As our Customer Experience (CX) Researcher, your key responsibilities include, but not limited to :

• Stay on top of customer research trends and methodologies, with a focus on understanding potential customer behaviour (best practice etc, competitors)
• Conduct research studies (surveys, interviews, etc.) to understand the behaviours, preferences, and unmet needs of potential customers in our target market.
• Analyse research data to identify key themes, trends, and opportunities to attract new customers and improve product/service appeal.
• Develop detailed customer profiles (personas) for prospective users, helping us understand their goals, challenges, and ideal solutions.
• Assist in crafting customer journey maps focusing on the prospective customer's experience, pinpointing areas to optimize acquisition and onboarding.
• Present your research findings in a clear and compelling way to stakeholders across the company.
• Partner with product, marketing, and sales teams to translate research insights into actionable plans for attracting and converting new customers

About You:

• Previous experience in a similar role experience in customer research, market research, or a related field, with a focus on prospective customers a plus.
• Experience with various research methods (surveys, interviews, focus groups) tailored to understanding potential users.
• Strong analytical skills and the ability to identify patterns and trends in data to inform market strategies.
• Excellent communication and presentation skills to convey research findings to diverse audiences.
• A passion for understanding the motivations of potential customers and a desire to make our offerings irresistible.
• A proven track record of getting things done and meeting deadlines in a fast paced environment

Why you will enjoy working with us:

• Competitive salary with industry leading commission structure
• Genuinely collaborative and friendly culture
• Flexible and hybrid working
• Remote working option - work from anywhere for up to 6 weeks per year, in addition to hybrid working as standard
• Ongoing personal development & learning opportunities
• 15 weeks paid primary carers parental leave & 4 weeks paid secondary carers leave
• 3 paid volunteering days per year & Workplace Giving Program
• Frequent events and celebrations including a standard weekly social

More about Pepperstone

We’re a regulated online Forex and CFD trading platform. With the scale of a global fintech and the agility of a start-up, we arm our clients with everything they need to take on the global markets with confidence. You will be part of a wider passionate and friendly team, and whilst things may not always go to plan, we learn quickly and move forward with impact. To learn even more visit Pepperstonecareers.com and www.linkedin.com/company/pepperstone/

We understand it’s important to do due diligence on a prospective employer, see what our team are saying on Glassdoor. We respect our team members’ experiences and will never pay to remove a negative review.

Pepperstone is an equal opportunity employer. We are passionate about building a diverse workplace and strongly encourage applications from any background.

“We are a 2023 Circle Back Initiative Employer – we respond to every applicant”.

We will be reviewing applications as they come through, so if this is an opportunity that excites you, don't wait. Express your interest by clicking the apply button below as soon as possible.

Note to external agencies: While we appreciate the efforts of external recruitment agencies, we prefer to engage directly with applicants for this opportunity.

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Last updated on Jul 17, 2024