Our portfolio companies are always looking for great people. Apply to the opportunities below or send us your profile.

Customer Research Manager at GoCardless
London, GB

GoCardless is on a mission to take the pain out of getting paid so our customers can focus on what they do best. We have a dedicated Customer Experience Team tasked with making GoCardless the benchmark for outstanding customer experience globally and we’re currently looking for an ‘all rounder’ Research Manager to help us deliver on our ambitions. You’ll be responsible for implementing best practice research practices and using them to uncover meaningful insights that enable us to deliver measurable improvements for our customers and the business. You’ll need to be an excellent qualitative researcher, but also be confident with quantitative research techniques and analyzing data to produce meaningful insights

The main focus of this role, to begin with, will be to help embed best practice qualitative and user research across the business in order for us to be able to gain a deeper understanding of our customers and test our product improvements. In addition to this, you’ll take ownership of our NPS program and be responsible for suggesting and implementing best practice improvements, as well as reporting and analysis.

This is a visible role within GoCardless and you will be seen as the ‘go-to’ person for all customer research requirements, so it's a great opportunity for someone looking to take on a challenging role they can make their own whilst delivering meaningful impact across the business.

What you’ll be doing:

  • Leading and running qualitative research
  • Creating and maintaining training material and supporting documents to help people across the business effectively engage with customer research
  • Aggregating data from multiple sources to present meaningful insights and recommendations
  • Running the GoCardless NPS program, ensuring best practice is always being met and producing high-quality insights and reporting
  • Supporting the wider CX team with all research requirements
  • Leading ad-hoc research projects as and when required

Who we’re looking for:

    • You’re a confident qualitative researcher who thrives on regular contact with customers to get valuable feedback that can help drive change across the business
    • You have an analytical mind and are able to form insights and make decisions based on a range of different data sets
    • You have superb written and spoken English and are confident in presenting ideas to various sizes of audience
    • You have heaps of initiative, enthusiasm, and patience
    • You’re great at adapting to changing needs and priorities
    • You’re passionate about delivering the best customer experience possible


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