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Monument is hiring a

User Researcher

London

About Monument

We are a new challenger bank, built from the ground up to meet the needs of the mass affluent. With a vision to empower prosperity, and appreciating there's more to wealth than money, our aim is to create a financial experience beyond traditional banking.

“We are the financial experience that creates more worth.”

Our clients are the vacated ‘middle’, underserved by both retail and private banks. We’re going to change this. As we are building a new kind of bank; our culture is different. We have outstanding digital services, whilst also providing the human touch. We are a bank who lends, and take deposits, but our services will go far beyond traditional banking. So, we need the broadest set of diverse colleagues to deliver on this opportunity and we particularly welcome applicants from communities historically under-represented in Finance and Technology.

At Monument we fully embrace flexible working (after all we did successfully build and launch the bank during the height of the pandemic!) but we are also now enjoying coming together in our central London offices. So however, you like to work, come and talk to us.

About this role

We have a rare opportunity for a User Researcher to join us at Monument, and you’ll be the first in this role. We are looking for someone who is hands-on, likes getting close to the detail and is obsessed with gathering insights to deliver exceptional client outcomes.

Reporting to our Lead UX Designer, you’ll join our high-performing product, design & marketing team working as an individual contributor across different projects. This team collectively is the driving force behind Monument’s expansion into new services, financial and non-financial.

Your primary goal will be gathering insights to create a continuous view of our clients’ needs, pain points and desires. You’ll have autonomy to design our research strategy and will have full support from the team on anything you need.

Key responsibilities

  • Lead on the overall research strategy and drive new initiatives to help us get better insights.
  • Gather insights to support evaluating the most important problems and opportunities to pursue.
  • Adopt a continuous discovery habit by conduct a minimum of one client interview per week.
  • Actively engaging with our clients to identify needs and understand how Monument can address new or existing client pain points.
  • Plan and design user research testing sessions. Recruit users for testing sessions and then carry out research.
  • Write up and share findings with colleagues in an engaging way.
  • Analyse data and use it to inform opportunities and prioritisation.
  • Create research best practices and educate others within the business how to conduct their own research.

Core skills/Experience

  • Hands-on experience as a user researcher in a business to consumer environment.
  • Understands the importance of continuous discovery, regularly engaging with our clients, gathering feedback, and validating assumptions.
  • An analytical thinker who can synthesise and visually present qualitative and quantitative data.
  • Demonstrated expertise in both micro and macro research, with the ability to conduct detailed usability studies, as well as broader ethnographic and market research.
  • Thrives in ambiguity, and the high-and-lows of early-stage product development.
  • Proficiency in a variety of user research tools and software.
  • An understanding of retail banking, investment products and the market dynamics in financial services.
  • Experience working in a modern product environment.
  • Bachelor’s degree in HCI, Human Factors, Cognitive Psychology, Anthropology or related field or equivalent professional experience.
  • 4+ years of experience in a research related role.

Our Values

Our culture and values align with our mission to truly understand and offer exceptional service to our clients.

The Monument team are all here because we are passionate about building so much more than a bank. We want to be renowned for giving people a service experience that leaves them in no doubt that we appreciate what their time and lives are worth.

We will be known for our integrity, attentiveness, sense of community and innovation. We build strong relationships through trust and a keen eye for detail. Our commitment and collaboration delivers an attentive and outstanding service offering. All combined with our community, both internal and external, our approach to diversity and our pursuit for innovation, we will help our clients and colleagues to do more and be more.

Together we are building something monumental.

If this sounds interesting, please send your CV via the email us link below. If you are successful to the interview process, we will ask to see some examples of your work.

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