Senior User Researcher

About the role

Fonoa is on a mission to revolutionize tax compliance for digital-first companies. We are seeking a Senior User Researcher to spearhead the establishment of our research function. In this role, you will bridge the gap between our customers and internal teams, enabling informed decision-making across product and business operations. You will be responsible for developing a robust customer research program that informs our AI-driven Tax Operating System, transforming insights into actionable strategies that enhance customer experience and drive business success.

Key facts

What you'll do

• Develop and implement Fonoa's research function from the ground up, creating processes and tools that embed customer research into our product development lifecycle.
• Act as the primary advocate for our customers by establishing and managing a scalable research panel that provides ongoing access to customer insights.
• Collaborate closely with Product, Design, Engineering, and business teams to validate product opportunities, minimize uncertainties, and enhance confidence in decision-making.
• Conduct comprehensive research initiatives, including both qualitative and quantitative studies, throughout the product lifecycle - from initial discovery phases to post-launch evaluations.
• Convert research findings into actionable recommendations that inform product strategy, enhance customer experiences, and align with business objectives.
• Craft compelling narratives that articulate research insights, detailing the rationale behind studies, the decisions influenced, and the measurable impacts achieved.
• Foster a culture of research within the organization, ensuring that customer insights are integrated into all aspects of product development and strategy.
• Mentor and guide junior researchers, promoting best practices in user research methodologies and fostering a collaborative environment.

Requirements

• Proven experience as a strategic product researcher, with a track record of influencing product strategy beyond merely answering research questions.
• Demonstrated expertise in research operations, including participant recruitment, managing research repositories, and establishing repeatable research practices.
• Exceptional storytelling abilities, capable of linking research findings to product decisions, customer outcomes, and overall business impact through engaging narratives.
• Strong understanding of product development processes, with the ability to identify critical questions at each stage of the product lifecycle.
• Evidence-driven approach to decision-making, comfortable with guiding teams in situations of uncertainty and recognizing that research aims to reduce ambiguity rather than eliminate it.
• Ability to build collaborative relationships across various teams, including Product, Design, Engineering, Sales, and Customer Success, ensuring that customer insights are effectively communicated and utilized.
• A portfolio that showcases how your research efforts have shaped product direction, enhanced customer experiences, or generated measurable business results.

Nice to have

• Experience in the tech or e-commerce sectors, particularly with tax compliance or financial services.
• Familiarity with AI and machine learning principles as they relate to product development.
• Knowledge of various research methodologies and tools, including usability testing, surveys, and analytics platforms.

Skills & tools

• Proficiency in user research methodologies, both qualitative and quantitative.
• Familiarity with tools for user research, data analysis, and project management.
• Strong analytical skills to interpret data and translate it into actionable insights.
• Excellent communication skills, both written and verbal, to convey research findings effectively.

Practical notes

As part of the recruitment process at Fonoa, we will handle your personal data in accordance with our Privacy Notice for Job Applicants. This document outlines how and why your data is collected, used, and your rights regarding this information. If you have any questions or concerns about the handling of your data, please feel free to reach out to us.

Join us at Fonoa and play a pivotal role in shaping the future of tax compliance for digital-first companies. We are excited to welcome a passionate and skilled Senior User Researcher to our team who will help us create impactful solutions for our customers.