CRM Executive - UX Research Specialist

This is a unique opportunity to sit at the intersection of CRM and User Research within a customer-focused, industry-leading team. The role is responsible for the end-to-end execution of research-focused communications and serves as a strategic partner to the Research team, working closely with UX Researchers, Product Managers, and Analysts to ensure high-quality customer engagement and insight generation.

In this role, you will own the delivery of research campaigns from end to end, combining execution with strategic thinking. You will work closely with stakeholders to align on goals and expectations, analyse campaign performance, and continuously evolve how we communicate with customers to drive engagement and improve understanding. Through strong collaboration with CRM, UX, and Product teams, you will help ensure research insights translate into clearer communication, more informed product decisions, and increased customer confidence and account usage. You will also have the opportunity to lead research initiatives specifically focused on how communication influences customer behaviour and understanding.

Your mission. 

• End-to-End Campaign Execution: Own the creation, build, and deployment of research campaigns (surveys, interview recruitments, beta testing invites) using Braze. You will manage the process from the initial request via the Research Proposal to the final send.
• Audience Strategy & Segmentation: Use your critical thinking to translate broad research goals into precise data segments. You will construct complex audiences to ensure we are soliciting feedback from the most relevant users while managing contact frequency.
• Automate & Optimise: Move us away from fragmented, ad-hoc tracking. You will reduce repetitive research requests by creating automated, "always-on" surveys to track sentiment and insights across different customer groups throughout the year.
• Champion Knowledge Sharing: Build and maintain a central research library, becoming the go-to contact for past research with a dotted line to the Research team. You will ensure that the right insights find their way to the right product teams, preventing knowledge silos.
• Proactive Research Strategy: During quieter periods, you will proactively identify research needs that are currently scattered across different teams and consolidate them, as well as identifying gaps where we should be listening to our customers but aren't.
• Amplify Insights: Partner with the Insights team to highlight and showcase valuable research findings from across Wise on a monthly basis to the wider business.
• Stakeholder Advisory: Act as a consultant to the Research and Product teams. You will advise them on the best channels, timing, and messaging strategies to maximize response rates.
• Analytical Reporting: Monitor and report on campaign performance to understand conversion to survey completion and interview booking, proposing strategic changes to how we recruit users based on data.

• CRM Experience: You have junior-mid level experience (2+ years) in a CRM role. Experience with Braze is highly desirable (or similar enterprise marketing automation platforms).
• Research Familiarity: You have experience handling UX research campaigns. You understand the difference between quantitative (surveys) and qualitative (interviews) outreach and how to position them to customers.
• Data-Driven: You possess strong analytical skills. You can look at campaign results and understand why a recruitment drive failed or succeeded, and you can articulate those findings to stakeholders.
• Tech-Savvy: You understand CRM basics (segmentation, deliverability) and possess basic HTML/CSS knowledge to tweak templates.

Soft Skills:

• Critical Thinker: You don't just follow instructions; you challenge them if they don't make sense for the customer. You can look at a Research Proposal and ask, "Is this the best way to get this answer?"
• Collaborative: You have experience working with multiple stakeholders (PMs, Researchers, Copywriters) and can navigate conflicting priorities.
• Customer-First Mindset: You understand that asking for feedback is a request for a customer's time. You strive to make that interaction as respectful and seamless as possible.
• Detail Oriented: You are sending communications to millions of people. You have a sharp eye for detail and quality assurance.

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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