Staff User Researcher - Mitigation Platform

📍 Job Overview

Job Title: Staff User Researcher - Mitigation Platform

Company: Wise

Location: London, United Kingdom

Job Type: Full-time

Category: User Experience Research / Product Operations

Date Posted: 2026-08-26

Experience Level: Staff (10+ years)

Remote Status: On-site

🚀 Role Summary

• Drive user research strategy and execution for the foundational Mitigation Platform, impacting internal operational workflows and customer experience across Wise.

• Apply advanced mixed-method research techniques, including generative and evaluative studies, to uncover complex needs within operational systems.

• Shape product strategy and influence senior leadership through compelling, data-driven insights and a strong systems-thinking approach.

• Mentor and upskill non-researchers within product teams to foster a user-centered culture and elevate research quality company-wide.

• Integrate AI and LLM capabilities into both research methodologies and the platform's agent workflows, ensuring ethical and effective implementation.

📝 Enhancement Note: This role is for a senior, strategic User Researcher, not a traditional Revenue or Sales Operations role. The focus is on understanding and improving internal operational processes and platforms from a user (internal agent/team) perspective, which indirectly supports GTM efficiency and risk mitigation. The "Mitigation Platform" suggests a focus on processes related to fraud, compliance, or customer support escalation, requiring deep understanding of operational workflows.

📈 Primary Responsibilities

• Proactively define research priorities and strategic direction for the Mitigation Platform squad, aligning with broader business objectives and the company's mission.

• Lead complex generative and evaluative research initiatives to understand the needs, behaviors, and pain points of internal teams and agents interacting with mitigation workflows.

• Design and execute mixed-method research plans, leveraging AI/LLM tools where appropriate to accelerate discovery and analysis, while maintaining research rigor.

• Translate intricate operational system requirements and user needs into actionable product strategies and recommendations for the platform team.

• Articulate a clear vision for the platform's evolution, balancing immediate needs with long-term strategic goals, and present these to senior stakeholders.

• Drive measurable impact by establishing and tracking key metrics that demonstrate the platform's effectiveness and the value of research insights.

• Influence cross-functional teams, squads, and senior leaders to champion user-centered decision-making and ensure platform development aligns with real-world operational demands.

• Mentor and coach non-researchers on best practices for conducting user research, thereby elevating the overall research quality and user-centricity across the organization.

• Collaborate closely with product managers, engineers, designers, and other stakeholders to integrate research findings into the product development lifecycle.

• Provide judgment and guidance on the application of AI and LLM technologies within agent workflows and the platform itself.

📝 Enhancement Note: The emphasis on "Mitigation Platform" and "operational systems" indicates a deep dive into internal processes that, while not directly sales or revenue generation, are critical for risk management, compliance, and efficient customer support, all of which are vital GTM enablers. The Staff level implies a significant degree of autonomy and strategic influence.

🎓 Skills & Qualifications

Education: While no specific degree is listed, a Bachelor's or Master's degree in Human-Computer Interaction, Psychology, Sociology, Anthropology, Computer Science, or a related field is typically expected for this level of research role.

Experience: 10+ years of demonstrable experience leading UX research within the tech/product industry, with a significant portion focused on complex operational systems or internal tooling.

Required Skills:

• Research Excellence: Strong judgment and systems thinking to match research approaches to ambiguity levels, from greenfield exploration to focused evaluative studies.

• Mixed-Method Research: Proven expertise in designing and executing both generative (e.g., ethnography, in-depth interviews, diary studies) and evaluative (e.g., usability testing, heuristic evaluations, A/B testing) research.

• AI/LLM Integration: Experience leveraging AI tools to accelerate research delivery and a nuanced understanding of how AI/LLM can be applied within agent workflows.

• Storytelling & Communication: Top-notch storytelling skills to connect complex operational work to real customer and internal user impact, effectively communicating insights to diverse audiences.

• Stakeholder Management: Proven ability to influence outcomes among senior stakeholders with strong opinions, negotiating effectively while maintaining positive relationships.

• Mentoring & Coaching: Demonstrated track record of mentoring non-researchers to run quality research and raising the quality bar for research practices within product teams.

• Platform Research: Experience researching and shaping platform-level solutions that serve multiple internal teams or product areas.

• Agile & Iterative Development: Ability to work with urgency, pushing projects forward and quality up, rather than perfecting reports, fitting into fast-paced product development cycles.

Preferred Skills:

• Experience in the FinTech industry or with financial services operations.

• Familiarity with compliance, risk management, or fraud mitigation workflows.

• Experience with data analysis tools and establishing/tracking key performance indicators (KPIs) for operational platforms.

• A strong understanding of how research efforts ladder up to team, squad, and business goals.

📝 Enhancement Note: The explicit exclusion of "market research and/or academia" highlights the need for practical, product-focused UX research experience. The emphasis on "systems thinking" and "platform research" indicates a need to understand how interconnected components and processes function, a key aspect of operations roles.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 in-depth case studies demonstrating leadership in complex user research projects within a product or operational context.

• Each case study should clearly articulate the problem space, research objectives, methodologies employed (including generative and evaluative techniques), and the user insights derived.

• Explicitly detail how your research influenced product strategy, platform development, or operational workflow improvements, quantifying impact where possible.

• Include examples of how you have influenced senior stakeholders and driven user-centered decision-making.

• Demonstrate experience with mixed-method research and, where applicable, the integration of AI/LLM tools in your research process. Process Documentation:

• Highlight examples of how you have documented and communicated complex research findings to enable cross-functional teams (product, engineering, design) to act.

• Showcase your ability to define research plans, methodologies, and success metrics for new or ambiguous problem spaces.

• Provide evidence of how you've helped establish or improve research processes within product teams or across departments.

• Illustrate your approach to translating research into actionable product requirements or strategic recommendations.

📝 Enhancement Note: For a Staff-level researcher, the portfolio is critical for demonstrating strategic impact and leadership. It should not just present findings but showcase the process of research, decision-making under ambiguity, and the tangible influence on product direction and operational effectiveness.

💵 Compensation & Benefits

Salary Range: GBP £102,000 - £133,000 yearly.

Benefits:

• Comprehensive health and wellness programs.

• Generous paid time off and holiday leave.

• Opportunities for professional development, training, and conference attendance.

• Stock options or equity participation.

• Pension scheme contributions.

• Relocation assistance (if applicable).

• Access to Wise's global money transfer benefits.

• Employee Assistance Program (EAP).

Working Hours: 40 hours per week, with an expectation of flexibility to meet project deadlines and team needs within a fast-paced environment.

📝 Enhancement Note: The provided salary range of £102,000 - £133,000 for a Staff User Researcher in London aligns with senior UX research roles in the UK tech sector. This range reflects significant experience and the strategic nature of the position. Benefits are standard for a reputable tech company, with a specific mention of Wise's core service benefits.

🎯 Team & Company Context

🏢 Company Culture

Industry: Global Technology / FinTech. Wise operates in the financial technology sector, aiming to disrupt traditional international money transfer and management services with a focus on transparency, speed, and low fees. This industry context means a strong emphasis on data security, regulatory compliance, and customer trust, which directly impacts the nature of operational platforms and mitigation strategies.

Company Size: Wise is a large, publicly traded company with a significant global presence, employing thousands of individuals across multiple offices. This scale implies complex internal systems, a need for standardization, and opportunities for broad impact.

Founded: Wise was founded in 2011. Its journey from a startup to a global leader has been driven by a mission to make international money transfers cheaper and fairer, fostering a culture of innovation, customer advocacy, and operational efficiency.

Team Structure:

• The Mitigation Platform team is a cross-functional squad, likely comprising Product Managers, Engineers, Designers, and now a dedicated Staff User Researcher.

• This squad operates within a larger product or engineering organization, with the User Research function being part of a broader community of 20+ researchers in London.

• The reporting structure for the researcher is likely to be within the UX Research discipline, offering mentorship and community, while being embedded within the Mitigation Platform squad for day-to-day work.

• Collaboration is expected to be tight-knit within the squad and broader across product teams and senior leadership. Methodology:

• Data-Driven Decisions: A strong emphasis on using data (quantitative and qualitative) to inform product strategy and platform development.

• User-Centricity: A core value is understanding and serving the needs of both external customers and internal users (employees).

• Agile & Iterative: Work is conducted in agile sprints, with a focus on rapid iteration, learning, and adaptation.

• Platform-First Thinking: Developing scalable, foundational platforms that enable other teams, rather than one-off solutions.

Company Website: https://wise.jobs/

📝 Enhancement Note: Wise's mission-driven culture ("money without borders") and emphasis on building a "new network" suggest an environment that values innovation, efficiency, and a deep understanding of user needs, both internal and external. The "Mitigation Platform" role specifically taps into the operational backbone required to support this mission reliably and securely.

📈 Career & Growth Analysis

Operations Career Level: Staff User Researcher. This is a senior individual contributor role, indicating a high level of autonomy, strategic influence, and expertise. It sits above Senior Researcher and often precedes potential management or Principal Researcher tracks. The focus is on setting direction, tackling ambiguous problems, and driving significant impact across multiple teams or a critical platform.

Reporting Structure: While embedded within the Mitigation Platform squad, the Staff User Researcher likely reports into a Head of UX Research or a Director of Research, providing a clear line of mentorship and career progression within the research discipline. They will collaborate closely with the Product Manager and Engineering Lead of the Mitigation Platform.

Operations Impact: The research conducted for the Mitigation Platform directly impacts the efficiency, scalability, and effectiveness of Wise's internal operations. By improving the tools and processes used by internal teams (e.g., for compliance, fraud, customer support escalations), this role contributes to:

• Reduced operational costs and increased efficiency.

• Improved agent productivity and satisfaction.

• Enhanced risk management and compliance.

• Faster resolution times for critical issues, indirectly supporting customer satisfaction and retention.

• The ability for Wise to scale its operations globally without compromising quality or security. Growth Opportunities:

• Specialization: Deepen expertise in operational systems research, AI/LLM applications in research and product, or platform development research.

• Leadership: Transition into a Principal Researcher role, lead a research area, or move into research management.

• Cross-functional Mobility: Leverage deep understanding of operational workflows to move into strategic product management or operations strategy roles.

• Skill Development: Continuous learning through internal workshops, external conferences, and hands-on experience with cutting-edge research methodologies and tools.

• Mentorship: Formal and informal opportunities to mentor junior researchers and non-researchers, developing leadership and coaching skills.

📝 Enhancement Note: The "Staff" designation is key here. It signifies a role that not only executes but defines strategy, mentors others, and tackles the most complex, ambiguous problems. For operations professionals, this translates to understanding how research can optimize critical internal processes that enable the business to scale.

🌐 Work Environment

Office Type: The role is based in London and described as "On-site," implying a hybrid or full-time office presence. Wise promotes its London office as a vibrant hub.

Office Location(s): Worship Square, 65 Clifton Street, London, EC2A 4JE, United Kingdom. This is a central London location, likely well-connected by public transport.

Workspace Context:

• Collaborative Environment: Wise fosters an inclusive and collaborative culture. The London office is designed to support this with shared workspaces and meeting areas.

• Operations Tools & Technology: While not explicitly detailed for this role, it's expected that the researcher will have access to standard UX research tools, collaboration software (e.g., Slack, Jira), and potentially internal tools for data analysis and platform interaction. The role will be instrumental in shaping the tools and technology used by internal operational teams.

• Team Interaction: The researcher will be deeply embedded in the Mitigation Platform squad, working daily with product managers, engineers, and designers. They will also engage with a wider community of researchers and senior leaders across the organization.

Work Schedule: The standard working hours are 40 per week, but the fast-paced nature of product development and the ambiguity of the role suggest a need for flexibility. This means being available for interviews and discussions that may fall outside strict 9-to-5 hours, especially when coordinating with global teams or addressing urgent operational needs.

📝 Enhancement Note: The "On-site" requirement is important. It suggests that close collaboration, spontaneous interactions, and team cohesion are highly valued for this role, particularly when dealing with complex operational systems and cross-functional alignment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will assess your application, focusing on your experience, skills, and fit with the Staff Researcher level.

• Hiring Manager Interview: A discussion with the hiring manager to delve deeper into your experience, research philosophy, approach to ambiguity, and strategic thinking.

• Portfolio Review & Presentation: You will be asked to present detailed case studies from your portfolio, showcasing your impact, methodologies, and ability to influence. This is a critical stage.

• Cross-functional Interviews: Interviews with peers and stakeholders from product, engineering, and design within the Mitigation Platform team and potentially other areas of the business. These will assess your collaboration skills, ability to integrate research, and understanding of operational contexts.

• Senior Leader Interview: A final discussion with senior leadership (e.g., Head of Product, Director of Research) to evaluate strategic impact, leadership potential, and alignment with Wise's values.

Portfolio Review Tips:

• Select High-Impact Cases: Choose 2-3 projects that best demonstrate your ability to tackle complex, ambiguous problems, drive significant product/platform impact, and influence senior stakeholders.

• Structure for Clarity: For each case study, clearly outline: the problem context, your specific role and responsibilities, research questions, chosen methodologies (and why), key findings, the strategic recommendations you made, and the resulting impact (quantified if possible).

• Focus on Influence: Emphasize how you translated research into actionable insights and how you influenced product strategy and decision-making, especially within operational or platform contexts.

• Showcase Systems Thinking: Highlight projects where you had to understand interconnected systems, processes, or user journeys across multiple touchpoints or teams.

• Address Ambiguity: Be prepared to discuss projects where the initial problem was ill-defined and how you navigated that ambiguity to define research goals and methods.

• Demonstrate Mentorship: If possible, include a case study or example of how you've mentored or coached others in research.

Challenge Preparation:

• Strategic Thinking: Be ready to discuss how you would approach defining research for a new, ambiguous platform area like mitigation. What would be your initial steps? How would you prioritize?

• Methodology Justification: Be prepared to defend your choice of research methods for different scenarios, especially within operational contexts where direct user access might be limited or require specific permissions.

• Impact Articulation: Practice articulating the business impact of your research, focusing on how it improved efficiency, reduced risk, or enabled scalability for operational teams.

📝 Enhancement Note: The interview process for a Staff role is rigorous and emphasizes strategic thinking, influence, and a proven track record of impact. The portfolio is the centerpiece, requiring careful curation and a compelling narrative.

🛠 Tools & Technology Stack

Primary Tools:

• Research Platforms: Familiarity with tools for remote usability testing, survey creation, and participant recruitment (e.g., UserTesting.com, Lookback, SurveyMonkey, Qualtrics).

• Qualitative Analysis Software: Proficiency in tools for qualitative data analysis, transcription, and synthesis (e.g., Dovetail, NVivo, Miro, FigJam).

• Quantitative Analysis Tools: Experience with spreadsheets (Excel, Google Sheets) and potentially SQL or statistical software for analyzing quantitative data.

• Collaboration Suites: Tools like Jira, Confluence, Slack, and Google Workspace for team communication, project management, and documentation.

Analytics & Reporting:

• Data Visualization: Experience with tools like Tableau, Power BI, or Looker for creating dashboards and reporting on research impact and platform performance metrics.

• Product Analytics: Familiarity with product analytics platforms (e.g., Amplitude, Mixpanel) to understand user behavior patterns and inform research questions.

CRM & Automation:

• While not a direct CRM role, understanding how internal operational tools and platforms integrate and function is key. Experience with workflow automation principles and how they impact user experience is beneficial.

📝 Enhancement Note: The emphasis here is on tools that support robust qualitative and quantitative research, data synthesis, and effective communication of findings to drive product and operational improvements. The ability to analyze and present data related to platform performance and user behavior is crucial.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the needs of both external customers and internal employees who use the platform.

• Impact & Efficiency: A drive to deliver research that leads to tangible improvements in operational efficiency, risk mitigation, and overall business performance.

• Collaboration & Transparency: Working openly with cross-functional teams, sharing insights, and fostering a collective understanding of user needs.

• Ambiguity Navigation: Comfort and skill in tackling complex, ill-defined problems and charting a course through uncertainty.

• Continuous Learning: A proactive approach to staying updated on research methodologies, AI advancements, and the evolving needs of the business.

Collaboration Style:

• Embedded & Integrated: The researcher is an integral part of the Mitigation Platform squad, participating in daily stand-ups, planning sessions, and retrospectives.

• Proactive & Influential: Not waiting to be assigned research tasks, but actively identifying opportunities and influencing the squad's direction based on user insights.

• Mentorship-Oriented: Willingness to share knowledge, coach team members, and elevate the research capabilities of the entire squad and broader organization.

• Data-Informed: A balanced approach that combines qualitative user understanding with quantitative data to make robust recommendations.

📝 Enhancement Note: Wise's stated values of "people building money without borders — without judgment or prejudice" and "Inclusive teams help us live our values" are foundational. For this role, it translates to advocating for all users of the platform, ensuring fairness, and building inclusive operational processes.

⚡ Challenges & Growth Opportunities

Challenges:

• Ambiguity & Scale: Navigating the complexity of a large, rapidly scaling FinTech platform with diverse internal user needs and the inherent ambiguity of platform development.

• Cross-functional Alignment: Ensuring buy-in and consistent application of research insights across multiple product teams and senior leadership with potentially competing priorities.

• Defining "Mitigation": Understanding and clearly defining the scope and nuances of "mitigation" across different operational contexts within Wise.

• AI/LLM Integration: Balancing the potential of AI/LLM with user needs, ethical considerations, and the practicalities of implementation within operational workflows.

• Measuring Impact: Establishing clear, measurable metrics to demonstrate the value and impact of research on platform development and operational efficiency.

Learning & Development Opportunities:

• Deep Dive into FinTech Operations: Gaining extensive knowledge of critical operational processes within a global financial technology company.

• Platform Research Specialization: Developing expertise in researching and shaping large-scale, foundational platforms that serve multiple internal teams.

• AI in Research & Product: Becoming a go-to expert on leveraging AI/LLM for research acceleration and for shaping AI-powered features within operational tools.

• Strategic Influence: Honing skills in influencing senior leadership, setting strategic direction, and driving organizational change through user-centered insights.

• Mentorship & Leadership: Opportunities to refine leadership and coaching skills through mentoring junior researchers and non-researchers.

📝 Enhancement Note: The challenges are significant, reflecting the senior nature of the role. Overcoming them requires strong strategic thinking, exceptional communication, and a deep understanding of how to drive change in a complex organization. The growth opportunities are equally substantial, offering a path to deep expertise and leadership.

💡 Interview Preparation

Strategy Questions:

• "How would you approach defining the research strategy for a new, ambiguous platform like the Mitigation Platform at Wise, given our mission and scale?" (Preparation: Outline your process for discovery, prioritization, and initial research phases. Emphasize understanding business goals and user segments.)

• "Describe a time you had to influence senior stakeholders with strong opinions who were resistant to user feedback. What was the situation, what did you do, and what was the outcome?" (Preparation: Use the STAR method, focusing on your strategic approach to communication and negotiation, and the tangible impact of your influence.)

• "Imagine you need to define what 'success' looks like for the Mitigation Platform from a user experience perspective. How would you go about establishing and tracking relevant metrics?" (Preparation: Discuss the importance of both qualitative and quantitative metrics, and how they tie back to operational efficiency, user satisfaction, and business goals.) Company & Culture Questions:

• "How do you see your role as a Staff User Researcher contributing to Wise's mission of 'money without borders'?" (Preparation: Connect your work on internal operational efficiency and user experience to enabling global financial access and reducing friction.)

• "How would you approach mentoring non-researchers on your squad to improve their research skills and foster a user-centered mindset?" (Preparation: Discuss your coaching philosophy, practical methods for knowledge transfer, and how to build confidence.)

• "Given our focus on building foundational platforms, how do you ensure your research addresses both immediate team needs and the long-term platform vision?" (Preparation: Discuss balancing short-term deliverables with strategic foresight, and how to communicate this balance to stakeholders.) Portfolio Presentation Strategy:

• Narrative Arc: Structure each case study like a story with a clear beginning (problem), middle (your research process and insights), and end (impact and learnings).

• Visuals: Use clear, concise visuals (e.g., journey maps, personas, key findings charts, screenshots of recommendations) to illustrate your points. Avoid text-heavy slides.

• Focus on "Why" and "So What": Clearly articulate why you chose certain methods and so what the insights meant for the product and business.

• Quantify Impact: Whenever possible, use numbers to demonstrate the impact of your research (e.g., "led to a 15% reduction in X," "informed a strategy that increased Y by Z%").

• Be Prepared for Deep Dives: Anticipate detailed questions about your methodology, decision-making, and challenges encountered. Be honest and reflective.

📝 Enhancement Note: Preparing for a Staff-level interview requires demonstrating not just research skills but strategic thinking, leadership potential, and a deep understanding of how research drives business outcomes, particularly in complex operational environments.

📌 Application Steps

To apply for this Staff User Researcher position:

• Submit your application through the Wise careers portal via the provided link.

• Curate Your Portfolio: Select 2-3 of your most impactful research projects that showcase your experience with complex operational systems, platform research, strategic influence, and mentorship. Ensure each case study clearly articulates the problem, your approach, key insights, and measurable impact.

• Tailor Your Resume: Highlight your 10+ years of experience, specific skills in mixed-method research, systems thinking, stakeholder management, and any experience with AI/LLM in research. Use keywords from the job description naturally.

• Prepare Your Presentation: Practice presenting your portfolio case studies. Focus on a compelling narrative, clear visuals, and articulating the strategic impact of your work. Be ready to discuss your approach to ambiguity and influencing senior leaders.

• Research Wise: Understand Wise's mission, values, and the FinTech industry. Familiarize yourself with their product offerings and their approach to building internal platforms. Consider how your role contributes to their overall business objectives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.