UX Research Manager

📍 Job Overview

Job Title: UX Research Manager

Company: Qode

Location: Ho Chi Minh City, Vietnam

Job Type: FULL_TIME

Category: Revenue Operations / GTM Strategy (with a focus on customer insights)

Date Posted: September 10, 2026

Experience Level: 10+ Years

Remote Status: On-site

🚀 Role Summary

• Lead and manage a team of UX Researchers to drive customer-centric product development and service enhancements within the MSME and SME non-lending sector.

• Spearhead qualitative and quantitative research initiatives, including interviews, focus groups, surveys, and usability testing, to uncover critical customer needs and pain points.

• Develop strategic customer insights through persona creation, customer journey mapping, and analysis of Voice of Customer (VOC), NPS, CSAT, and behavioral data.

• Collaborate closely with cross-functional teams such as Business, Product, CX Design, Operations, and Technology to translate research findings into actionable product and service improvements.

• Establish and govern robust UX research methodologies and best practices to ensure consistent and high-impact research outcomes across the organization.

📝 Enhancement Note: While the title is "UX Research Manager," the responsibilities heavily lean into areas critical for Revenue Operations and Go-To-Market (GTM) strategy. The role's focus on understanding customer pain points, improving customer journeys, and translating insights into product/service improvements directly impacts revenue generation, customer retention, and market positioning. Therefore, this role is categorized under Revenue Operations/GTM Strategy for its strategic business impact, even though its core function is UX Research. The emphasis on MSME/SME non-lending products like CASA, Payments, and Cash Management further highlights its commercial relevance.

📈 Primary Responsibilities

• Directly lead and execute comprehensive customer research activities, including in-depth interviews, focus groups, surveys, usability testing, and customer observation sessions to identify unmet needs and pain points within the MSME/SME segment.

• Develop and refine foundational customer research artifacts such as detailed Personas, comprehensive Customer Journey Maps, and Jobs-to-be-Done frameworks that inform product strategy and user experience design.

• Analyze qualitative and quantitative customer feedback, including Voice of Customer (VOC), Net Promoter Score (NPS), Customer Satisfaction (CSAT) data, and behavioral analytics to derive actionable customer insights.

• Translate complex customer insights into clear, compelling recommendations for product enhancements, service improvements, and optimized customer journeys, ensuring alignment with business objectives.

• Foster strong collaborative relationships with Business, Product Management, CX Design, Operations, and Technology teams to ensure seamless integration of research findings into product roadmaps and service delivery strategies.

• (For Manager Level) Build, mentor, and manage a high-performing team of UX Researchers, establishing clear objectives, performance metrics, and professional development pathways.

• (For Manager Level) Define, implement, and maintain a robust governance framework for all UX research activities, ensuring methodological rigor, ethical compliance, and consistent application of best practices across the organization.

• Champion a customer-centric mindset throughout the organization, advocating for user needs and driving a culture of continuous improvement based on empirical research.

📝 Enhancement Note: The input description clearly differentiates between Senior and Manager levels. For the Manager level, the responsibilities include team management, methodology development, and governance, which are critical for a leadership role in operations. These aspects are emphasized in the primary responsibilities to reflect the seniority and scope of the role.

🎓 Skills & Qualifications

Education:

• Bachelor's or Master's degree in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Business, Design, or a related field. Advanced degrees are often preferred for senior/managerial roles in research. Experience:

• A minimum of 10 years of progressive experience in UX Research, Customer Experience (CX) Research, Customer Insight generation, or Service Design.

• Demonstrated experience within the Banking, Fintech, Payments, or Consulting industries, with a preference for those with a focus on MSME/SME clients.

• Proven track record of successfully leading and managing research programs that have directly influenced product strategy and customer experience improvements. Required Skills:

• Advanced UX Research Methodologies: Mastery of both qualitative (interviews, focus groups, ethnography, usability testing) and quantitative (surveys, A/B testing, analytics) research methods.

• Customer Insight Generation: Expertise in synthesizing data from various sources (VOC, NPS, CSAT, behavioral data) to uncover deep customer needs, motivations, and pain points.

• Customer Journey Mapping & Persona Development: Proven ability to create detailed and actionable customer journey maps, personas, and Jobs-to-be-Done frameworks.

• Design Thinking & Service Design: Strong understanding and practical application of Design Thinking principles and Service Design methodologies to drive innovation and problem-solving.

• Stakeholder Management & Communication: Exceptional ability to communicate research findings effectively to diverse audiences, including executive leadership, and to influence decision-making through compelling storytelling and data-driven arguments.

• Team Leadership & Mentorship (Manager Level): Demonstrated experience in managing, mentoring, and developing a team of researchers, fostering a collaborative and high-performance environment.

• Research Governance & Strategy: Ability to define, implement, and maintain research frameworks, methodologies, and governance structures.

Preferred Skills:

• SME/MSME Banking Expertise: Prior experience in Transaction Banking, Cash Management, Merchant Services, or Digital Banking products for Small and Medium Enterprises.

• Cross-functional Collaboration: Proven success in working effectively with Product, Engineering, Marketing, Operations, and Business teams to drive integrated customer experience initiatives.

• Data Analysis Tools: Proficiency with analytics platforms and statistical software for quantitative data analysis.

• Agile/Scrum Methodologies: Familiarity with agile development processes and how UX research integrates into agile workflows.

📝 Enhancement Note: The input specifies "Manager: 10+ years of experience, managing a team and leading large-scale customer experience transformation programs." This directly translates to the "Manager Level" qualifications and emphasizes leadership and strategic program management. The "Senior" level (7-10 years) is implicitly covered by the overall experience requirement, with the "10+ years" explicitly targeting the managerial scope.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies of Impact: Showcase 2-3 detailed case studies demonstrating your leadership in UX research projects that led to significant improvements in customer experience, product adoption, or revenue generation. Each case study should clearly outline the problem, your approach, the research methodologies used, key findings, and the tangible business outcomes achieved.

• Methodology Showcase: Include examples of your work in developing or refining research methodologies, such as new survey designs, usability testing protocols, or customer journey mapping frameworks. Highlight how these methodologies improved efficiency or insight quality.

• Team Management Examples (Manager Level): If applicable, provide examples of how you've structured research teams, defined roles and responsibilities, or implemented processes for quality assurance and knowledge sharing within a research function.

• Strategic Recommendations: Present examples of how you've translated research insights into actionable strategic recommendations for product roadmaps, service design, or go-to-market strategies.

Process Documentation:

• Research Plan Development: Demonstrate your ability to create comprehensive research plans that clearly define project objectives, target audiences, research questions, chosen methodologies, timelines, and required resources.

• Insight Synthesis & Reporting: Provide examples of how you synthesize complex qualitative and quantitative data into clear, concise, and compelling reports and presentations that resonate with various stakeholders. Focus on storytelling that highlights the "why" behind customer behavior.

• Collaboration & Implementation Workflows: Illustrate processes you have established or contributed to for effectively handing off research insights to product, design, and operations teams, ensuring they are understood and acted upon, and how you track the implementation of recommendations.

📝 Enhancement Note: Given the role's focus on research leadership and impact, a strong portfolio showcasing strategic thinking, methodological expertise, and demonstrable business outcomes is crucial. The requirements are framed to highlight how candidates have driven tangible results through research, which is directly relevant to operations and GTM success.

💵 Compensation & Benefits

Salary Range:

• For Ho Chi Minh City, Vietnam, a UX Research Manager with 10+ years of experience in a specialized field like Fintech/Banking, and managing a team, can expect a competitive salary. Based on industry benchmarks and cost of living in Vietnam for senior roles, the estimated annual gross salary range would be 1,200,000,000 VND to 2,000,000,000 VND (approximately $48,000 - $80,000 USD). This range accounts for the seniority, leadership responsibilities, and specialized industry experience required. Benefits:

• Comprehensive Health Insurance: Coverage for employees and potentially dependents, including medical, dental, and vision.

• Performance Bonuses: Annual or bi-annual bonuses tied to individual and company performance, reflecting the role's impact on business objectives.

• Professional Development Budget: Allowance for training, conferences, workshops, and certifications to enhance UX research and leadership skills.

• Paid Time Off: Generous vacation days, sick leave, and public holidays, with potential for additional personal days.

• Retirement/Provident Fund: Contributions to a national or company-sponsored retirement plan.

• Potential for Stock Options/Equity: Depending on the company's stage and structure, there might be opportunities for equity participation.

• Flexible Work Arrangements: While primarily on-site, potential for occasional flexible hours or remote work days as approved.

Working Hours:

• Standard full-time working hours are typically 40 hours per week (e.g., Monday to Friday, 9 AM to 6 PM). However, the role may require flexibility to attend to urgent research needs or coordinate with teams in different time zones, which is common in international operations.

📝 Enhancement Note: Salary estimation is based on research for senior management roles in Vietnam's tech/finance sector, considering the specific requirements of 10+ years of experience, team management, and specialized industry knowledge. The USD conversion is approximate and subject to exchange rates. Benefits are standard for senior roles in international companies operating in Vietnam, with an emphasis on professional growth and well-being.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Technology (Fintech) / Banking Services, specifically focusing on MSME and SME non-lending products. Qode operates within a dynamic sector that bridges traditional banking with innovative digital solutions to serve business clients.

Company Size: [Company Size Data - If available, otherwise infer based on typical tech company structures. For example, "Medium to Large," suggesting a structured environment with established processes.]

Founded: [Company Founded Date - If available. This provides context on the company's maturity and trajectory. For example, "Founded in [Year], Qode has established itself as a key player in [specific niche] by focusing on [company mission/values]."]

Team Structure:

• UX Research Team: This role will likely lead a dedicated team of UX Researchers, potentially with varying levels of experience. The team's size and specialization will depend on Qode's current research maturity and strategic priorities.

• Reporting Structure: The UX Research Manager will likely report to a senior leader within the Product, Design, or potentially a dedicated Customer Experience department. They will also collaborate closely with heads of Product, Engineering, Marketing, and Operations.

• Cross-functional Collaboration: The role is inherently cross-functional, requiring constant interaction with Business units (MSME/SME Banking), Product Managers, UX/UI Designers, Operations teams responsible for service delivery, and Technology/Engineering teams for implementation. This collaboration is key to translating research into impactful business outcomes.

Methodology:

• Data-Driven Decision Making: A strong emphasis on using empirical data from user research and business analytics to inform strategic decisions.

• Agile and Iterative Development: Likely operates within an agile framework, where research insights feed into iterative product development cycles.

• Customer-Centricity: A core philosophy that places the customer at the center of all product and service design efforts.

• Continuous Improvement: A commitment to ongoing analysis and refinement of products, services, and internal processes based on customer feedback and market dynamics.

Company Website: [Company URL]

📝 Enhancement Note: Information on Company Size and Founded Date is typically found on LinkedIn or the company's "About Us" page. If not provided, a placeholder or a reasonable inference based on the role's seniority and industry can be used. The description of the team structure and methodology is derived from the typical operational environment of a UX Research Manager in a Fintech/Banking context.

📈 Career & Growth Analysis

Operations Career Level: This is a senior leadership position within the customer experience and product development domain, operating at a strategic level. The role is responsible for defining the research agenda, managing a team, and significantly influencing product strategy and customer satisfaction, which directly impacts revenue and market share. It sits at the intersection of product development, customer success, and GTM strategy.

Reporting Structure: The UX Research Manager will likely report to a Director or VP level executive, such as the VP of Product, Head of Customer Experience, or Chief Product Officer. They will manage a team of UX Researchers and work collaboratively with peers in Product Management, Engineering, Marketing, and Operations.

Operations Impact: The impact of this role is substantial. By ensuring products and services are deeply aligned with MSME/SME needs and pain points, the UX Research Manager directly influences:

• Revenue Growth: Through improved product adoption, customer satisfaction, and potential for upselling/cross-selling non-lending products.

• Customer Retention: By addressing pain points and enhancing the overall customer journey, leading to increased loyalty and reduced churn.

• Market Differentiation: By creating superior user experiences that set Qode's offerings apart from competitors.

• Operational Efficiency: By identifying areas for process improvement within customer interactions and service delivery, reducing support costs and improving scalability.

Growth Opportunities:

• Leadership Advancement: Potential to move into a Director or VP role overseeing broader CX, Product, or GTM strategy functions.

• Specialization: Deepen expertise in specific areas of financial services research or scale research operations across new product lines or markets.

• Strategic Program Ownership: Lead large-scale customer experience transformation initiatives or new product launch strategies.

• Cross-functional Leadership: Transition into Product Management, GTM Strategy, or Operations leadership roles leveraging deep customer understanding.

📝 Enhancement Note: This analysis extrapolates from the role's responsibilities and seniority, aligning it with typical career progression in operations and product-focused roles within the tech and finance industries. The emphasis on impact directly links UX research to business outcomes relevant to operations.

🌐 Work Environment

Office Type: This is an on-site role, indicating a physical office environment where collaboration and team interaction are expected. The office will likely be modern, designed to foster collaboration, and equipped with necessary research facilities.

Office Location(s): Ho Chi Minh City, Vietnam. This implies working within a vibrant business hub with access to a large talent pool and a growing tech/finance ecosystem. Specific office address details would be provided upon application.

Workspace Context:

• Collaborative Spaces: Access to meeting rooms, breakout areas, and potentially dedicated labs or spaces for conducting user research sessions (e.g., usability testing observation rooms).

• Technology & Tools: Provision of necessary hardware, software licenses for research tools, and access to internal systems and data platforms.

• Team Interaction: Daily opportunities to engage with fellow researchers, product managers, designers, and other cross-functional team members, fostering a dynamic and interactive work atmosphere.

Work Schedule: The standard work schedule will be full-time, likely Monday through Friday, during typical business hours in Vietnam. However, the nature of research may occasionally require flexibility to accommodate participant availability for interviews or testing outside these hours.

📝 Enhancement Note: The "On-site" remote status and "Ho Chi Minh City, Vietnam" location are direct inputs. The workspace context is inferred based on typical modern office environments for tech/finance companies and the collaborative nature of the role.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications and resumes, focusing on experience alignment with the requirements, particularly years of experience, industry background, and leadership potential.

• Hiring Manager Interview: A detailed discussion with the direct hiring manager to assess technical depth in UX research, leadership style, strategic thinking, and cultural fit. Expect questions about your management approach, research philosophy, and experience with MSME/SME banking products.

• Portfolio Presentation: A dedicated session where candidates present selected case studies from their portfolio, demonstrating their research process, impact, and ability to translate insights into business value. This is a critical stage for assessing practical application of skills.

• Cross-functional Panel Interview: Interviews with key stakeholders from Product, Business, and possibly Operations/Technology teams. This assesses collaboration skills, understanding of business context, and ability to work effectively across departments.

• Final Interview: Potentially with a senior executive (e.g., VP of Product, CPO) to discuss strategic vision, leadership capabilities, and long-term fit within the company.

Portfolio Review Tips:

• Curate for Impact: Select 2-3 of your most impactful projects that showcase leadership, strategic thinking, and tangible business results. Prioritize projects relevant to financial services or complex B2B/SME segments.

• Structure Your Narrative: For each case study, clearly articulate the business problem, your specific role and contributions, the research methodologies employed, key findings, and the measurable outcomes (e.g., increased conversion, reduced churn, improved satisfaction scores). Use data to support your claims.

• Highlight Leadership: For manager-level candidates, explicitly detail your experience in team management, mentoring, process development, and establishing research governance.

• Tailor to Qode: Research Qode's business, products, and target market (MSME/SME non-lending). Frame your experience and case studies to demonstrate how your skills directly address their challenges and opportunities.

• Prepare for Q&A: Anticipate questions about your decision-making process, how you handle conflicting stakeholder opinions, and how you ensure research translates into action.

Challenge Preparation:

• Hypothetical Scenario: You may be given a hypothetical business problem or product challenge and asked to outline your approach to researching it. Focus on defining clear research objectives, identifying appropriate methodologies, and explaining how you would gather and analyze data to provide actionable recommendations.

• Methodology Deep Dive: Be prepared to discuss the pros and cons of various research methods in different contexts, and why you would choose specific methods for certain research questions.

• Stakeholder Alignment: Practice articulating how you would gain buy-in from different stakeholders for your research plans and how you would communicate findings to ensure adoption.

📝 Enhancement Note: This section is crafted based on standard interview practices for senior/managerial roles in product and operations, with specific emphasis on portfolio presentation and case study analysis, which are critical for research leadership roles. The advice is tailored to the specific industry and product focus of Qode.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: Tools for conducting remote interviews, usability testing, surveys, and managing participant recruitment (e.g., UserTesting.com, Lookback, Maze, Qualtrics, SurveyMonkey).

• Collaboration & Whiteboarding: Tools for virtual collaboration, ideation, and journey mapping (e.g., Miro, Mural, Figma).

• Data Analysis Software: Statistical software for quantitative analysis (e.g., SPSS, R, Python libraries) and qualitative analysis tools (e.g., Dovetail, NVivo).

• Project Management Tools: For managing research projects and timelines (e.g., Jira, Asana, Trello).

Analytics & Reporting:

• Customer Data Platforms (CDPs) / CRM: To access customer behavioral data, segmentation, and interaction history (e.g., Salesforce, HubSpot, custom-built internal systems).

• Analytics Tools: For website and application analytics, user behavior tracking (e.g., Google Analytics, Amplitude, Mixpanel).

• Business Intelligence (BI) Tools: To visualize and report on key metrics like NPS, CSAT, and conversion rates (e.g., Tableau, Power BI, Looker).

CRM & Automation:

• CRM Systems: To understand customer profiles, sales pipelines, and service interactions (e.g., Salesforce, Microsoft Dynamics).

• Marketing Automation Platforms: To understand customer communication flows and engagement (e.g., Marketo, Pardot, Mailchimp).

• Internal Communication Tools: For team collaboration and knowledge sharing (e.g., Slack, Microsoft Teams, Confluence).

📝 Enhancement Note: This list is based on common tools used in UX Research and CX roles, particularly within the Fintech/Banking sector. The emphasis is on tools that facilitate data collection, analysis, collaboration, and reporting, all crucial for an operations-focused research manager.

👥 Team Culture & Values

Operations Values:

• Customer Obsession: A deep-seated commitment to understanding and serving the needs of MSME and SME clients, driving product and service decisions based on customer feedback and insights.

• Data-Driven Rigor: A belief in the power of evidence-based decision-making, with a strong emphasis on employing robust research methodologies and analytical techniques.

• Collaboration & Transparency: Fostering an environment where teams work together openly, share information freely, and constructively challenge ideas to achieve shared goals.

• Continuous Learning & Innovation: Encouraging curiosity, experimentation, and a proactive approach to skill development and exploring new research methods and technologies.

• Impact & Accountability: A focus on delivering measurable results that contribute to business objectives, with individuals taking ownership of their contributions and outcomes.

Collaboration Style:

• Partnership: Working closely with Product, Business, Design, Operations, and Technology as true partners, ensuring research insights are integrated into every stage of the product lifecycle.

• Insight Advocacy: Proactively championing customer needs and research findings, translating them into compelling narratives that drive action and buy-in from stakeholders.

• Feedback-Rich Environment: Encouraging constructive feedback loops within the research team and with cross-functional partners to continuously improve research quality and impact.

• Knowledge Sharing: Establishing mechanisms for sharing research findings, best practices, and lessons learned across the organization to build a collective understanding of the customer.

📝 Enhancement Note: These values and collaboration styles are inferred to align with a high-performing UX Research team operating within a strategic, customer-centric organization in the fintech/banking sector. They emphasize the operational aspects of research—driving impact, collaboration, and continuous improvement.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Research Rigor with Business Agility: Ensuring that research processes are thorough and reliable while still being responsive to the fast-paced demands of product development and market changes.

• Translating Insights into Action: Overcoming organizational inertia or conflicting priorities to ensure that research findings are effectively implemented and lead to tangible improvements.

• SME/MSME Research Complexity: Navigating the unique challenges of researching diverse business customers with varied needs, operational constraints, and decision-making structures.

• Scaling Research Operations: Developing and managing a research function that can effectively support a growing portfolio of products and services while maintaining quality and efficiency.

• Measuring Research ROI: Demonstrating the tangible business value and return on investment of UX research activities to secure ongoing support and resources.

Learning & Development Opportunities:

• Advanced Research Techniques: Opportunities to explore and implement cutting-edge research methodologies, AI-driven insights tools, and advanced analytics.

• Leadership Development: Formal training programs, mentorship, and opportunities to hone strategic leadership, team management, and stakeholder influence skills.

• Industry Conferences & Networking: Attending leading UX, CX, and Fintech conferences to stay abreast of industry trends and connect with peers.

• Cross-functional Exposure: Gaining deeper understanding of Product Management, GTM strategy, and operational processes through close collaboration and potential rotational opportunities.

• Mentorship: Opportunities to mentor junior researchers and learn from senior leaders within Qode.

📝 Enhancement Note: Challenges and growth opportunities are framed to be specific to a senior UX Research Manager role in a dynamic industry, focusing on operational execution, strategic impact, and career development within a GTM context.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led a significant customer research initiative that directly influenced product strategy for an SME/MSME segment. What was your approach, what were the key insights, and what was the ultimate business impact?" (Focus on methodology, insight articulation, and ROI).

• "How do you build and manage a high-performing UX research team? What are your key principles for mentorship, performance management, and fostering a collaborative research culture?" (Focus on leadership and team development).

• "Imagine we are launching a new digital banking platform for SMEs. How would you approach understanding the core needs and pain points of this target audience, and what methodologies would you prioritize?" (Focus on strategic planning and methodological choice). Company & Culture Questions:

• "What do you know about Qode and our focus on MSME/SME non-lending products? How do you see your role contributing to our company's mission?" (Demonstrate research into the company and role alignment).

• "How do you foster a customer-centric culture within a product and engineering organization? Can you provide examples of how you've influenced stakeholders to prioritize customer needs?" (Assess cultural fit and advocacy skills).

• "How do you measure the success and impact of your UX research efforts? What KPIs are most important to you and why?" (Focus on accountability and business impact). Portfolio Presentation Strategy:

• Tell a Story: Structure your case studies as compelling narratives. Start with the business context and problem, detail your strategic approach and research execution, highlight the "aha!" moments and key insights, and conclude with the measurable business outcomes and lessons learned.

• Visualize Your Process: Use slides to visually represent customer journeys, personas, research setups, and key data points. Avoid text-heavy slides; use visuals to support your verbal explanation.

• Quantify Impact: Whenever possible, use numbers and data to demonstrate the impact of your work. This could be in terms of user satisfaction scores, conversion rates, adoption metrics, or cost savings.

• Focus on "Why": Be prepared to explain the rationale behind your methodological choices and how your insights led to specific strategic decisions.

• Engage Your Audience: Make it a conversation. Pause for questions, solicit feedback, and tailor your presentation to the audience's likely interests (e.g., business impact for product leaders, methodological rigor for fellow researchers).

📝 Enhancement Note: These interview questions and preparation tips are designed to probe the strategic, leadership, and operational aspects of the UX Research Manager role, ensuring candidates can demonstrate their ability to drive business outcomes through customer insights.

📌 Application Steps

To apply for this operations-focused UX Research Manager position:

• Submit your application through the provided Workable link.

• Curate Your Portfolio: Select 2-3 of your most impactful UX research projects, specifically highlighting experience with financial services, SME/MSME segments, and leadership in driving customer experience improvements. Ensure these case studies clearly demonstrate your strategic approach, methodological expertise, and measurable business outcomes.

• Tailor Your Resume: Optimize your resume to emphasize your 10+ years of experience, leadership achievements in managing research teams, expertise in customer insight generation, and specific industry experience (Banking, Fintech, Payments). Use keywords from the job description such as "UX Research," "Customer Insight," "Service Design," "Stakeholder Management," and "Team Management."

• Prepare Your Presentation: Practice delivering your portfolio presentation, focusing on storytelling, clear articulation of impact (quantified where possible), and how your experience aligns with Qode's business objectives and target market. Be ready to discuss your leadership philosophy and research governance approach.

• Research Qode: Thoroughly investigate Qode's company mission, values, products (especially their non-lending offerings for MSME/SME), and recent news. Understand their market position and identify how your expertise can contribute to their strategic goals.

⚠️ 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.