Principal Researcher

Looking for a new challenge? Take a look at our current vacancies. If you see a vacancy that is right for you, we encourage you to apply Principal Researcher Join a team where Purpose drives everything we do, Ambition fuels our growth, Trust builds our foundation, and Respect shapes our culture. We're not just hiring — we're inviting you to build the future with us. If you're curious, driven, and ready to leave your mark, this is your invitation to make your next move. Contract: permanent Working hours: 35 hours per week full‑time. We are open to part time/flexible patterns; indicate in application. Salary: Circa £67,000 Location: London Reporting to: Head of Business Analysis & Insight. By joining our team you'll enjoy hybrid working and collaboration in great office. Our permanent hybrid policy requires at least four days in office each fortnight. Extensive personal and career development opportunities. About Us The Financial Ombudsman Service is an independent, not‑for‑profit organisation that helps resolve disputes between consumers, small businesses, and financial service providers. Join our Analysis and Insight team as a Principal Researcher We’re seeking someone with strong stakeholder engagement skills and a proven ability to lead and deliver impactful research projects – both quantitative and qualitative. Reporting directly to the Head of Analysis and Insight, you’ll drive evidence‑based decision‑making, manage a small team of researchers, coach colleagues, and use your expertise in social research or behavioural insights to shape organisational decisions. This is a key role working across boundaries, engaging at all levels (including the Executive), and making complex findings clear. What You’ll Do Drive research strategy for the service, setting direction and developing plans to guide evidence‑based decision‑making. Undertake research activities: design and analyse surveys, facilitate focus groups and user testing to gather meaningful insights. Utilise research findings proactively and reactively to inform decision‑making, ensuring recommendations are relevant and impactful. Act as the centre of social research and insight expertise, managing relationships with stakeholders and external suppliers. Minimum Criteria Strong record of impact through qualitative and quantitative analysis in a customer‑service‑focused organisation. Experience leading a range of research and insight work, managing deliverables from external suppliers. Ability to work with ambiguity, focus on the big picture and elicit key issues from stakeholders. Knowledge and practical experience of quantitative and qualitative research techniques (e.g., social research, behavioural insight, systems thinking). Strong communication skills, both verbal and written, able to explain ideas to decision makers. Nice to Have Experience of SQL. Desirable experience of text analytics. Why You'll Love Working With Us We are a values‑led organisation with Purpose, Ambition, Respect and Trust guiding us. Competitive salary and flexible benefits: 25 days holiday, generous pension, enhanced maternity and carers leave, private medical insurance, critical illness cover, life assurance, technology scheme, cycle‑to‑work, voluntary benefits; a fully equipped gym in London. Applications must be submitted by Tuesday 16 December, and may close earlier due to high volume. Equal Opportunity Employer The Financial Ombudsman Service is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all team members. Applications from under‑represented groups are encouraged. Authenticity Of Applications We value authentic personal applications. Use of AI tools may result in withdrawal from consideration. #J-18808-Ljbffr