Ebury is a leading global fintech company that empowers businesses to trade and grow internationally. It offers a comprehensive suite of products, including international payments and collections, FX risk management, trade finance, and API integrations. Founded in by Juan Lobato and Salvador García, Ebury is one of the fastest-growing global fintechs, with over 1, employees and 38 offices in more than 25 countries.
Principal User Researcher - Product Design
London, UK - 4 days a week in the office
Ebury is a financial technology company specialising in international payments, collections, and foreign exchange services. The company focuses on providing tailored financial solutions for SMEs and mid-cap companies. Ebury offers foreign exchange activity in over currencies - for both major and emerging markets - as well as cash management strategies, trade finance, and foreign exchange risk management.
Overview
You will gather and analyse insights about Ebury’s clients by conducting interviews, creating detailed client portraits, and collaborating with front-office teams. The findings will help refine Ebury’s understanding of its customer base and support product and strategy development.
Client Interviews
Understand typical Ebury clients’ needs, behaviors, and challenges.
1. Identify and select a representative sample of clients (with input from the front office).
2. Prepare a structured interview guide with key questions covering:
3. Business size, industry, and region.
4. How they use Ebury’s platform (e.g., payments, FX, lending).
5. Pain points, unmet needs, and desired features.
6. Schedule and conduct interviews (remote or in-person).
7. Record interviews (audio or video) for reference.
Develop Client Portraits
Create detailed profiles of typical Ebury clients based on interview insights.
8. Analyze interview recordings and notes to identify common themes and trends.
9. Build client portraits (personas) that include:
10. Demographics (e.g., business size, industry, region).
11. Key motivations and goals.
12. Pain points and challenges.
13. Behavior patterns (e.g., frequency and type of platform usage).
14. Highlight differences between audience segments (e.g., SMEs vs. large enterprises).
Collaborate with Front Office
Gather insights from front-office teams who interact with clients daily.
15. Interview front-office team members (e.g., sales and support) to understand:
16. Common client queries, concerns, and feedback.
17. Insights into client behavior and preferences.
18. Cross-reference front-office feedback with interview findings.
Reporting and Sharing Insights
Ensure findings are clear, actionable, and accessible to the wider team.
19. Organize insights into structured reports and presentations.
20. Include:
21. Key findings from client interviews.
22. Client portraits/personas.
23. Front-office feedback summaries.
24. Conduct a team meeting or workshop to present findings and discuss applications.