Senior Customer Strategist

3 days left

London (Central), London (Greater)
23 Mar 2021
23 Apr 2021
Contract Type
Full Time

At 11:FS we see ourselves as the challenger team dedicated to helping banks and FS players transform themselves and the industry we love. For us this means rethinking what it takes to operate in financial services top to bottom to help our partners build and launch next generation digital propositions around the globe.

We truly live our values at 11:FS, and they are critical to your entire journey here. We are looking for our new colleagues to add to our culture, and this is as important as pure technical fit. As part of your interview process we’ll deep dive in our values and your beliefs. Everyone at 11:FS fits our 4 core values: Team, Attitude, Communication and Impact, and this remains at the core of our growth.

We are designing and launching new fintech startups for our clients and ourselves and treat every opportunity like a business, not a project. To do this we hire great people and get out of their way

Purpose of Role: In this role you’ll be working in the heart of the dynamic and constantly evolving Fintech space. You’ll play a central role in defining, developing and launching services all around the world which fundamentally change the way that finance works. The research you lead will identify opportunities for us to design and build new financial services that serve currently unmet customer needs. Our ambition is to create new businesses which have the customer at their centre. You’ll be working directly alongside designers, developers and product managers to get new products and experiences into the market and into the hands of customers as quickly as possible.

In this role you will:

  • Help financial services businesses identify new opportunities to build new digital financial services. This includes identifying the strategic market opportunity, designing new value propositions and working with designers and product people to create new products and brands.
  • Draw on the latest thinking and techniques in user centred design and design thinking, using a variety of different research methodologies.
  • Apply Jobs to be Done thinking to identify underserved opportunities in the market to create differentiated digitally native propositions.
  • Conduct end-to-end qualitative research including: recruitment, writing discussion guides and analysis. This will include using and training others on a range of techniques such as ethnographic research, depth interviews and co-creation through early adopter community building.
  • Create inspiring ways to tell real human stories from the research.
  • Conduct quantitative research to validate the qualitative insights. This includes; writing questionnaires, creating sample plans and analysing data.
  • Work with designers and product managers to run design sprints based on all the discovery work around the customer, the market and competitors.
  • Work closely with the brand and design team to create the foundations of a Minimum Lovable Brand (MLB) and ensure the product and brand are tightly woven around the customer.
  • Play a big role in shaping the research and strategy propositions 11:FS offers to its clients.
  • Support the growth of 11:FS by owning internal initiatives, actively helping to win new business and getting involved in marketing campaigns around your area of specialism.

Your experience and mindset:

  • Have 7+ years experience in research, product or a design related role.
  • Have an academic background in psychology, sociology, anthropology, business, design or a related subject.
  • Must have experience managing and delivering qualitative research in early stage design projects, either for a startup or a consultancy.
  • Experience in running quantitative research is a huge advantage. If not, you must at least be comfortable working with data and eager to learn.
  • Be comfortable working in an agile environment with a multidisciplinary team including people with backgrounds in: product, design, operations, engineering, and subject matter experts.
  • Have the appetite to run projects, workshops and training (both internally and externally). 
  • Have the ability to think in an integrated way. That is to hold multiple concepts and tensions in your head and find a path forward.
  • Be a good coach to other members of the team; everyone should have something they can teach others.
  • Have excellent client management skills with the ability to build strong trusted relationships.
  • Have a strong commercial awareness, be able to write winning proposals and advance the consulting team’s business development efforts.
  • Knowledge of how banking, payments, investments and insurance work is a huge bonus.


  • Discretionary bonus
  • Flexible working
  • New Mac laptop
  • Private medical
  • Pension - match up to 4%
  • Income protection
  • Life insurance
  • Enhanced maternity, paternity & adoption leave
  • Free eye test and contribution to eye wear for VDU
  • Corporate gym membership
  • Season ticket loan
  • Birthdays off (or your childs if you prefer)

Apply for Senior Customer Strategist

Already uploaded your CV? Sign in to apply instantly


Upload from your computer

Or import from cloud storage

Your CV must be a .doc, .pdf, .docx, .rtf, and no bigger than 1MB

4000 characters left

What qualifications do you have?

Marketing Communication

We'd love to send you information about Jobs and Services from Research Jobfinder by email.

All emails will contain a link in the footer to enable you to unsubscribe at any time.

When you apply for a job we will send your application to the named recruiter, who may contact you. By applying for a job listed on Research Jobfinder you agree to our terms and conditions and privacy policy. You should never be required to provide bank account details. If you are, please email us.

Similar jobs

Similar jobs