Staff User Researcher - Mitigation Platform

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere.

More about our mission and what we offer.

Job Description

We're looking for a Staff Researcher to join the Mitigation Platform team in London and help advance Wise’s mission to build an open, fair financial system for everyone, everywhere.

At Wise, our mission is clear: money without borders. We build for people and businesses living global lives, and we are entering an exciting stage of that journey. As Wise scales, the systems we build internally need to scale with us.

The Mitigation Platform team is building the foundational platform that teams across Wise will use to design, launch, and improve mitigation experiences. This role will ensure that platform is grounded in real team needs, adaptable across regions, and capable of enabling faster, more consistent, higher-quality work across Wise.

Your mission:

We're looking for a Staff Researcher to join our Mitigation Platform Squad. You'll help build the foundational platform that teams across Wise use to design, launch, and improve mitigation experiences at scale.

You'll be working with cross-functional partners and dig into the needs and behaviours of internal teams and agents to uncover what's truly common across mitigation workflows, what needs to stay team-specific, and where platform-level solutions can create the most leverage.

For this role in particular, the emphasis will be on shaping broader platform questions: how teams should escalate cases across departments, how much flexibility the platform should offer, what a strong default handling experience looks like, how AI and LLM-powered solutions should fit into agent workflows, and where Wise can cut duplicated effort across teams.

This is a Staff-level role for someone who thrives in ambiguity and sets research direction rather than waits for it — you'll define the questions worth answering in a vast problem space, choose the right methods to answer them, and translate what you learn about complex operational systems into product strategy the platform team can act on. You'll connect fragmented knowledge across teams into a coherent picture no single team can see, and use it to influence decisions well beyond your immediate squad.

You'll also join a thriving community of 20+ researchers in London. While embedded in teams and squads across the company, they come together regularly to learn from and support one another.

As a Staff Researcher, you'll contribute by:

• Setting priorities and research direction - proactively prioritise your work, understanding how the work connects to squad and business goals.

• Demonstrating strong craft and capabilities - lead by example when it comes to complex evaluative and generative research, and raise the bar for quality and rigour when non-researchers on your squad take it on themselves.

• Articulating now, next, and future - balance the long-term platform vision with what the team needs to learn next quarter, formulating and adapting research plans as the space takes shape.

• Driving impact through your work - leverage your research insights to actively shape what our product looks like today and where it should be headed in the future.

• Influencing senior leaders - skilfully negotiate with teams, squads and senior leaders across the organisation to drive user-centred decision making.

• Leading with guts - set ambitious goals and hold yourself to them, while championing quality, our users, and a human-centered approach to product development

• Bringing judgment to AI - leverage AI to accelerate research delivery where it genuinely helps, and bring that same judgment to the product itself: shaping how AI and LLM-powered workflows should serve agents

A bit about you…

Research excellence:

• Strong judgment and systems thinking: matching research approach to the level of ambiguity, from greenfield generative exploration to focused evaluative studies, and seeing patterns across teams that others miss.

• Skilled at building decision confidence through well-designed studies and clear evidence, delivered in bite-sized insights teams can act on immediately.

• Proven track record of scaling research influence across teams and senior stakeholders.

• Experienced with mixed-method research, and thoughtful about where AI tools accelerate the work.

• Top-notch storytelling: you’re able to connect complex operational work to real customer impact.

• You work with urgency by pushing projects forward and quality up, rather than perfecting reports

Strategic impact:

• Able to articulate research strategy, define what success looks like, and positively influence squad and team focus.

• Comfortable establishing and tracking metrics that show whether the platform (and the research behind it) is actually working.

• Deep understanding of how research ladders up to team, squad, and business goals, with a track record of proactively spotting opportunities rather than waiting to be asked.

• Skilled at influencing outcomes among senior stakeholders with strong opinions, negotiating well while keeping relationships positive.

• A track record of mentoring non-researchers to run quality research, and raising the quality bar as they do.

As a heads up, this role probably isn't for you if:

• Your experience is primarily market research and/or academia

• You don't have demonstrable experience leading UX research within the tech/product industry

• You haven't mentored or coached others in research before

• You prefer working at arm's length — this role is embedded in a squad's day-to-day, not consulting from the sidelines

• You're not comfortable navigating ambiguity across multiple product areas in a fast-paced environment

Additional Information

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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