User Experience Researcher

Design Researcher Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone’s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.Location: London (2 days in office – Thursday & Friday, non-negotiable)Duration: 6 months (strong potential to extend)Rate: £600 per dayAre you passionate about uncovering how people interact with emerging technologies? Do you thrive on turning complex human behaviours into actionable insights that shape next-generation digital experiences?We’re looking for a Design Researcher to join an innovative Conversational Banking Lab that’s redefining how customers engage with AI-powered support. This is an opportunity to be at the forefront of conversational AI — exploring how intelligent virtual assistants and agentic technologies can transform everyday banking interactions.What you’ll be working onYou’ll lead research within a cross-functional team focused on conversational banking and AI-driven customer experiences. The project aims to deepen understanding of how users perceive and interact with virtual assistants, exploring new ways AI can enhance customer journeys and streamline support.You’ll help move beyond scripted chatbots — uncovering how to create more natural, adaptive, and intuitive interactions. Your insights will guide the design and strategy of digital tools that make banking easier and more human.Key ResponsibilitiesDesign and deliver end-to-end research projects, from discovery through to insight presentation.Choose and apply the most effective research methods to meet strategic goals.Analyse and translate findings into actionable recommendations for design, product, and technology teams.Work closely with senior stakeholders to influence direction and decision-making.Evaluate customer attitudes towards conversational AI and identify pain points and opportunities.What we’re looking forProven experience as a Design Researcher, UX Researcher, or similar role within complex digital environments (ideally financial services).Expertise across multiple qualitative and quantitative research methods.Strong stakeholder management skills and the ability to communicate insights with clarity and impact.Experience researching mobile apps or digital customer experiences.Exposure to AI, virtual assistants, or chatbot technologies is highly desirable.A passion for understanding people — their needs, motivations, and how technology fits into their lives.Why joinYou’ll be part of a forward-thinking innovation hub where curiosity drives change. Your research will directly shape the future of conversational experiences for millions of users, working in an environment that values creativity, experimentation, and empathy.Candidates will ideally show evidence of the above in their CV to be considered please click the “apply” button.Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.