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Customer Strategy Associate

2 weeks ago

London, United Kingdom 11:FS Full time

11:FS is on a mission to change the fabric of financial services. Our Ventures practice builds challenger propositions globally, like we did for Natwest with Mettle. Our Pulse team creates a benchmarking tool used by the likes of Monzo, Starling, Natwest and Tesco Bank. Our Foundry team are delivering a Financial Services Operating System to help businesses quickly add financial services to their offering. On top of all of that, we're a media company, our Growth team generate a stream of content that supports our brand and changes the conversation - not necessarily in that order. To do this we need an amazing team so we have pulled together the best in financial services and beyond. We truly live our values at 11:FS, and they are critical to your entire journey here. 'Cultural Add' is as, if not more, important as pure technical fit, and as part of your interview process we'll deep dive in our values and your beliefs. Everyone at 11:FS fits our 4 core values: Team, Attitude, Communication and Impact, and this remains at the core of our growth. At 11:FS we see ourselves as the challenger team dedicated to helping banks and FS players transform themselves and the industry we love. For us this means rethinking what it takes to operate in financial services top to bottom to help our partners build and launch next generation digital propositions around the globe. **Purpose of Role**: In this role you'll be working in the heart of the dynamic Fintech market. You'll play a role in defining, developing and launching services around the world that change the way that finance works. The research you work on will uncover customers' unmet needs, and identify opportunities to serve them. You will collaborate with designers, developers and product managers to define and shape propositions that put customers at their centre. If you're curious to dig deep into the human stories that shape behaviour change, and are driven to create propositions that work for people, this role is for you. **In this role you will**: - Draw on the latest thinking and techniques in human centred design and design thinking, using a variety of different research methodologies. - Help to design research approaches around 11:FS's core principles, the context of the client's business problem and the cultural differences of the market. - Support end-to-end qualitative research including: recruiting interviewees, writing discussion guides, conducting interviews, taking notes, summarising findings and developing analysis. This could include a range of techniques such as ethnographic research, in-depth interviews and co-creation through early adopter community building. - Support end-to-end quantitative research to validate the qualitative insights and segment the market including: writing questionnaires, creating sample plans, analysing data and developing analysis. - Create inspiring ways to tell real human stories from the research. - Work closely with a Customer Strategy Lead or Director to conduct interviews, gather insights, analyse data and articulate findings in order to deliver client project outcomes to a high level of quality and on time. - Work with designers and product managers to support and run design sprints based on all the discovery work around the customer, the market and competitors. **Typical background and experience**: - Typically a social sciences or humanities educational background e.g. Anthropology, Sociology, History, Geography, English Literature, Design/Creative Arts. - Ideally, at least some experience in a quantitative or qualitative research role. - Enthusiasm for and/or experience with human-computer interaction, ethnography, cultural studies and/or fintech. - Experience working with senior researchers/strategists analysing data and creating actionable and story-driven reports for clients. - Eager to gain more exposure working directly with clients. - Fluency in one or more other major languages would be an advantage. **Our Perks**: Flexible working - you choose how and where you work 25 days annual leave plus Christmas shutdown Birthday day off (or your child's/partner's) Friday 3pm "Me Time" all year around Discretionary profit share (11:Reward) Pension L&D budget Private Medical Insurance - top tier cover Income protection & life insurance Advanced tech & Macbooks Enhanced maternity, paternity & adoption leave Various surprise and delights & socials throughout the year Unfortunately we are unable to sponsor Visas at this time, but please do check back in with us in the future.