Researcher

• 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

Customer Researcher

Operations

• Drive AI Transformation: Leverage AI, LLMs, and automation tools to continuously surface opportunities to reduce operating costs, improve customer experience, and decrease dispute complaint rates—and build the business cases to act on them.
• Oversee Operations: Own daily back-office operations for disputes workflows across multiple products, ensuring timely, accurate, and compliant case resolution through automated and hybrid workflows.
• Optimize Tooling & Vendor Performance: Deliver on operational strategy initiatives, including optimizing case management systems, integrating AI copilots, and managing BPO vendor performance.
• Root Cause Analysis: Perform root cause analysis when process breakdowns or quality issues occur; implement quick workarounds while owning the path to permanent, automated fixes.
• Cross-Functional Collaboration: Partner with Product, Compliance, and Engineering to understand upcoming product launches, design automated workflows, and assess downstream impacts.
• Stakeholder Communication: Communicate operational plans, AI performance metrics, and strategic decisions clearly to internal stakeholders and executive leadership.

ONE

Customer Researcher

Disputes Operations – Strategy