Staff Design Researcher - Support at Wise

The role

Wise is seeking a Staff Researcher in London to lead the research direction for the global Support Experience team. You will shape the end-to-end journey across self-service, AI, and human support to build a more helpful and trustworthy financial system.

What you'll do

• Identify research priorities and connect them to business goals
• Design and deliver complex qualitative and quantitative studies
• Define quality frameworks for support and AI-enabled experiences
• Determine the optimal balance between AI and human support interactions
• Influence senior stakeholders across Product Design and Data Science
• Champion human-centered design and research quality across the organization

What you'll bring

• Six or more years of product research experience in technology
• Deep expertise in mixed methods including generative and evaluative research
• Proven ability to investigate complex service experiences across multiple channels
• Experience researching AI-enabled or conversational customer interactions
• Strong track record of influencing executive-level product decisions

Your impact

You will transform how Wise understands customer support by turning evidence into strategic product decisions that improve trust and resolution. Your work will define the future of AI-human collaboration, ensuring customers receive seamless assistance while helping the company scale its global support operations effectively.