Company Overview

The organisation develops digital financial services designed to help customers manage accounts, access payment features, understand transactions, and complete financial tasks through digital channels. Its product environment recognises that customers need financial applications to be clear, predictable, accessible, and trustworthy, particularly when handling personal information or making decisions involving money.

The User Experience and Product Research department works with designers, product managers, engineers, and business stakeholders to understand customer behaviour and evaluate how effectively digital products meet user needs. Research activities help the organisation identify usability problems, understand customer expectations, test proposed solutions, and make informed product decisions.

The team values ethical research practices, clear communication, evidence-based recommendations, and a balanced understanding of customer needs and business requirements. This remote opportunity is suitable for a researcher who enjoys investigating complex user problems and translating qualitative and quantitative evidence into practical product improvements.

Role Summary

The UX Researcher will plan and conduct research to understand how customers interact with digital financial products and identify opportunities to improve usability, accessibility, comprehension, and customer confidence. The role includes selecting appropriate research methods, recruiting suitable participants, facilitating research sessions, analysing findings, and presenting recommendations to cross-functional teams.

The successful candidate will work closely with product designers and managers to ensure that research questions are aligned with product objectives and that insights are incorporated into product decisions. Research may examine customer onboarding, payment journeys, financial dashboards, transaction histories, account settings, and other experiences where clarity and trust are essential.

The position requires strong qualitative research skills, an understanding of quantitative evidence, and the ability to distinguish observed customer behaviour from assumptions. The researcher will also help strengthen research practices by maintaining organised research documentation, identifying recurring patterns across studies, and communicating findings in a way that supports clear decisions and measurable improvements.

Key Responsibilities

• Plan and conduct user research to understand customer needs, expectations, behaviours, and challenges when using digital financial applications.

• Select appropriate research methods based on the product question, including moderated interviews, usability testing, contextual inquiry, surveys, diary studies, and concept evaluation.

• Work with product managers and designers to define research objectives, formulate questions, and determine how findings will inform product decisions.

• Develop research plans, participant screening criteria, interview guides, usability tasks, and other materials needed to conduct structured studies.

• Coordinate participant recruitment and research scheduling while following appropriate consent, privacy, and data-handling procedures.

• Facilitate usability testing sessions to evaluate how customers navigate digital banking interfaces, payment flows, transaction histories, and other financial product features.

• Analyse qualitative feedback and observed behaviour to identify recurring problems, unmet needs, confusing terminology, and barriers to successful task completion.

• Review quantitative product evidence, including funnel completion, feature adoption, and relevant usage metrics, to support or investigate qualitative findings.

• Assess how customers interpret financial information, transaction statuses, payment confirmations, error messages, and other critical interface elements.

• Identify usability barriers affecting customers with different levels of digital confidence, financial familiarity, or accessibility needs.

• Collaborate with designers to evaluate wireframes, prototypes, information architecture, and alternative interaction patterns before development begins.

• Present research findings through concise reports, insight summaries, journey maps, research presentations, and actionable recommendations.

• Distinguish high-impact usability issues from lower-priority observations and explain the evidence supporting each recommendation.

• Maintain an organised repository of research findings, participant feedback, study materials, and documented product insights.

• Identify recurring patterns across research studies and communicate broader opportunities to improve the product experience.

• Work with product managers to connect research insights to product priorities, customer outcomes, and measurable success criteria.

• Support post-launch research to evaluate whether product changes have addressed identified problems and whether additional improvements are necessary.

• Encourage responsible research practices, including informed consent, careful handling of participant information, and the avoidance of leading or misleading questions.

Requirements and Qualifications

• Bachelor’s or master’s degree in UX Research, Human-Computer Interaction, Psychology, Cognitive Science, Social Sciences, Design, or a related field, or equivalent professional experience.

• Professional experience conducting user research for digital products, software applications, websites, or mobile services.

• Demonstrated ability to plan and facilitate qualitative research, including interviews and usability testing.

• Experience selecting appropriate research methods and adapting study design to the question being investigated.

• Strong skills in qualitative data analysis, synthesis, insight development, and the communication of research findings.

• Familiarity with quantitative product metrics and the ability to interpret them alongside qualitative evidence.

• Experience working with product managers, UX/UI designers, engineers, and other stakeholders throughout the product development lifecycle.

• Ability to produce clear research plans, discussion guides, reports, journey maps, and actionable recommendations.

• Understanding of usability principles, information architecture, interaction design, and accessibility considerations.

• Familiarity with research and collaboration tools such as Dovetail, Maze, UserTesting, Figma, or comparable platforms.

• Strong written and verbal communication skills, including the ability to present complex findings clearly to different audiences.

• High attention to detail, curiosity, analytical judgement, and a structured approach to investigating user problems.

• Understanding of research ethics, participant consent, privacy, and appropriate handling of sensitive customer information.

• Previous experience researching fintech, digital banking, payments, personal finance, or other complex digital services is an advantage.

• Experience conducting remote research with geographically distributed participants is beneficial.

Benefits

• Remote working arrangements within Estonia, subject to the organisation’s employment policies.

• Opportunity to influence the design and usability of customer-facing financial products.

• Collaboration with product designers, product managers, engineers, and other research stakeholders.

• Opportunities to develop expertise in usability evaluation, customer behaviour, research strategy, and financial product experience.

• Access to professional development, relevant training, and collaborative research discussions.

• An environment that values customer evidence, ethical research, accessibility, and continuous improvement.

• The opportunity to help product teams make better-informed decisions and reduce usability barriers in digital financial services.

Application Instructions

Candidates should submit an up-to-date CV describing their UX research experience, research methods, relevant tools, and experience collaborating with product teams. Applicants are encouraged to provide a portfolio or selected case studies outlining the research question, methodology, participant approach, key findings, recommendations, and resulting product decisions.

Portfolio materials must exclude confidential research data, personally identifiable participant information, and proprietary information from previous employers. Applications should be submitted through the relevant recruitment platform or official hiring channel associated with the vacancy.

Shortlisted candidates may be invited to discuss their research portfolio, complete a research planning exercise, and participate in interviews covering methodology selection, synthesis of findings, stakeholder collaboration, and the translation of research insights into product improvements.

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