Senior Market and Customer Researcher

Job Description

At AJ Bell, our Direct-to-Consumer (D2C) business is supported by a dynamic Insights team, who are SMEs across data, insights and research. Together, they ensure that deep customer understanding and data-led analysis sit at the heart of decision-making.

To support this function, we’re looking for a Senior Market and Customer Researcher to lead and elevate our research capability. This is an exciting opportunity for someone who thrives on uncovering what really matters to customers – leading a wide range of research activities, from market analysis and always-on surveys to in-depth interviews and focus groups.

Alongside designing and delivering impactful research, this role plays a key part in building strong relationships across the business—ensuring that compelling, actionable customer insights directly inform strategy, product development, and customer experience decisions.

What you’ll be doing:

• Undertaking end-to-end mixed method customer and market research projects incorporating market and desk research, qualitative and quantitative customer and consumer research, and internal data analysis.
• Working closely with colleagues in product, marketing and digital along with senior managers to understand their requirements and develop comprehensive research briefs.
• Leading the design and delivery of quantitative research and surveys including questionnaire design, coding and build, and results analysis.
• Leading the design and delivery of qualitative customer research including recruiting participants, discussion guide and stimulus development and conducting group and individual interviews
• Undertaking desk research using public and third-party data sources to deliver comprehensive market and consumer trend analysis
• Acting as the voice of the customer in key internal forums, to ensure that customer and market intelligence is at the heart of decision making.
• Supporting with the development of the Voice of Customer capability including planning and execution of always-on customer research and surveys along with selection and testing of new data sources and platforms.
• Collaborating closely with specialist researchers across the business to ensure that strategic and customer insights are translated into high-quality delivery in UX, product and customer experience.
• Continuously monitoring the quality of our data services, agency partners and platforms and proactively identifying opportunities for improvement
• Engaging regularly with internal stakeholders to gather feedback on the quality and impact of research and adopt a continuous improvement model to ensure customer and commercial benefit.

What you’ll bring:

A broad range of competence, knowledge and skills would help you succeed in this role, but it is not critical to meet every single criteria listed below. We encourage a wide range of applicants.

• Experience of developing and delivering multi-stage research programmes which blend market and secondary research with primary qualitative and quantitative research.
• A strategic approach which combines customer and market research with commercial needs and business capabilities.
• Hands-on experience of primary quantitative research including questionnaire development, survey coding and building, and data analysis.
• Experience managing and running always-on customer and consumer research spanning trigger-based surveys and larger scale projects.
• Experience developing and delivering primary qualitative research (both virtually and in-person).
• Strong desk research skills with experience using public, third party and internal customer data.
• Excellent analysis skills and logical thinking.
• Strong time and project management skills, with the ability to prioritise tasks and oversee simultaneous research projects.
• Agency management experience.
• Strong brief-writing skill with the ability to translate ambiguous requirements into relevant proposals and approaches
• B2B research experience (advantageous).
• Experience with customer panels (advantageous).

About AJ Bell 

At AJ Bell, we believe investing should feel good. Whether you're looking for an ISA, pension or dealing account, whether you want to invest with the help of a financial adviser or do it yourself, we have easy-to-use solutions to suit people from all walks of life.

We're one of the UK's fastest-growing investment platform businesses, trusted by everyone from professional financial advisers to first-time investors.

Today, over 762,000  customers trust us to manage more than £121.5  billion of assets. By continually striving to make investing simpler and more accessible, we're helping more people take control of their financial futures.

We're proud to be recognised as one of the UK's Best 100 Companies to Work For for six consecutive years, and a Great Place to Work® in 2025 and 2026, a reflection of our supportive and collaborative culture.

What we offer 

• 25 days holiday, increasing with service + buy/sell scheme + bank holidays 
• 6% Pension with matched contributions 
• Discretionary bonus scheme 
• Share schemes (including free shares and BAYE) 
• Health Cash Plan and discounted private healthcare 
• Enhanced family leave (subject to qualifying criteria) 
• Travel and bike loan schemes 
• Employee Assistance Programme 

Life at AJ Bell 

• Regular social events including summer and Christmas parties 
• Learning and development opportunities tailored to you 
• Casual dress code 
• Friendly, supportive team environment 

Our ways of working 

We offer hybrid working, with a minimum of 50% of your working time per month  spent in the office.  

For new starters, there’s an initial period of full-time office working to help you settle in and build relationships.  

Inclusion & diversity 

We’re committed to creating an inclusive environment where everyone feels respected, supported and able to be themselves at work.

We welcome applications from all backgrounds and make hiring decisions based on skills, experience and potential.

Agency information

This vacancy is being managed exclusively by our in-house Recruitment team. We are not partnering with recruitment agencies on this opportunity and will only accept applications submitted directly by candidates.