Customer Insights & Discovery Enablement Lead

As the Customer Insights & Discovery Enablement Lead within Product Operations, you'll increase the product organisation's decision quality and speed by delivering high-impact B2B customer insight programmes end-to-end and building discovery capability across Product Managers through coaching, materials, and structured upskilling.

Key responsibilities:

• Deliver high-impact customer insights (tactical + strategic)
• Lead mixed-method insight work end-to-end: problem framing → method selection → fieldwork → synthesis → recommendation → activation
• Run and/or lead priority studies such as segmentation & personas, win/loss + deal insights, value proposition & messaging testing, lifecycle insights, journey insights
• Triangulate insights with internal signals: CRM themes, product usage, support/contact centre patterns, sales enablement feedback

• Build a scalable discovery & insight capability across PMs
• Informal / lightweight enablement: run office hours and on-demand coaching, join early discovery sessions as a “shadow coach” and provide targeted feedback
• Formal upskilling (materials + development plans): create a lightweight “Discovery Development Path” for PMs, build a toolkit of standard assets, deliver periodic training sessions

• Guardrails & governance: define clear guidance on when PM-led research is appropriate vs. when a researcher should lead

• Establish insight operations for reuse and consistency: maintain an insight repository, build a simple insight intake and prioritisation model, manage vendor relationships

• Drive insight activation and measure impact: partner with PMs and product leadership to ensure insight is converted into decisions and actions, establish lightweight measurement plans to track outcomes

Skills & Experience:

• Customer Research Expertise: 10+ years of customer research experience within large corporate B2B environments, ideally including Financial Services, FinTech, or related sectors
• Product & Strategic Research Alignment: able to collaborate closely with product management teams, knowledge of modern product development frameworks
• Tools & Methodologies: familiarity with modern research tools supporting Qual and Quant methods, vendor management experience
• Leadership & Collaboration: experience leading, coaching, and developing others in customer research and discovery skills
• Research Operations & Process Excellence: ability to create, improve, and iterate research operations, including templates, repositories, and governance