Customer Researcher

About OnePay OnePay is the consumer fintech trusted by millions of Americans to make money better. Our financial system is broken. High fees, low rates, and too few ways to actually grow your money. We’re fixing it. And we’re moving fast. We’re an all-in-one financial services platform that brings together banking, high-yield savings, credit cards, point-of-sale lending, investing, and crypto in one place. We also partner with employers, HCM providers, gig platforms, and others to deliver embedded financial services to millions of employees and frontline workers. We’re backed by Walmart, the world’s largest retailer, and Ribbit Capital, one of fintech’s most respected investors, giving us rare scale, distribution, and the opportunity to build something truly category-defining. But what really sets OnePay apart is how we move. Our customers don’t have time to wait… and neither do we. This place moves fast, and we’re looking for people who are: Ready to run Hungry and driven by urgency Exceptional at what they do, with low ego Comfortable operating in motion The Role As a Customer Researcher at OnePay, you'll define how we understand and connect with our customers — shaping consumer research strategy company-wide, not just executing against it. You'll be the throughline between Brand, Marketing, Product, Design, and Business leadership, ensuring every major decision is grounded in a rigorous, shared understanding of the customer. You will: Build and scale OnePay’s consumer insights function, defining research standards, tools, governance, and processes Lead quantitative and qualitative research to uncover consumer attitudes, behaviors, motivations, and perceptions, including advanced analytics on pricing, brand health, customer experience, and preference drivers Partner with Brand and Marketing on segmentation, positioning, messaging, and campaign strategy; partner with Product and Design to inform product and experience decisions Establish durable insights infrastructure, including tracking programs, segmentation frameworks, and foundational research that guides decisions across the organization Measure and communicate the impact of campaigns, brand initiatives, product launches, and customer engagement through brand tracking, NPS, and performance analysis Identify emerging customer trends, unmet needs, and market opportunities that inform brand, product, and business strategy Enable marketers, product managers, designers, and strategists to apply research-driven decision making and conduct lightweight research independently You Bring 7+ years of experience in consumer insights, quantitative research, or consumer science within fintech, consumer technology, retail, or a related industry Demonstrated experience starting or scaling an early-stage research program — building process, tooling, and governance with limited infrastructure and high ambiguity Mastery across advanced quantitative methodologies: MaxDiff, conjoint analysis, pricing research (Van Westendorp, Gabor-Granger), brand tracking, and segmentation — as well as qualitative methods as a complement Fluency with research and analytics tooling across the stack; proactive about identifying gaps and advocating for better tools Track record as a solo or embedded researcher in a matrixed organization — earning trust and influencing strategy at the executive level Proven ability to coach non-researchers to apply research methods independently, elevating research practice across functions that don't have dedicated support Ability to synthesize complex data into insights that resolve the most difficult strategic questions facing the business Drive and proactivity - everyone here is a builder and executor What We Offer Competitive base salary, stock options, and health benefits from Day 1 401(k) plan with company match Remote-friendly (US), flexible time off (FTO), and opportunities for growth A high-growth, mission-driven, inclusive culture where your work has real impact Standard Interview Process Initial Interview with Talent Partner Technical or Hiring Manager Interview Team Interview Executive Interview Offer! Equal Employment Opportunity To build technology and products that are used and loved by people and solve real-world problems, we need to build a team with many different perspectives and experiences. We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us at [email protected].

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