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Customer Insight Manager: New Products

  • London
  • Marketing
  • Full time
  • R-0002455

Description

We’re Dojo

Since launching Dojo in 2019 to address business owners’ pain points across the UK, we’ve seen incredible growth as a scaling fintech, welcoming over 60,000 new customers and growing the Dojo team to 900+ people across five locations. In that time, we’ve also introduced Dojo Virtual Queues & Bookings and the Dojo restaurant finder app, formerly known as WalkUp and loved by 600 restaurants and 600,000 diners across the UK. Find out more about the journey we’ve been on here

Today, we work towards our mission to empower businesses to thrive in the Experience Economy by creating the tools and technology that turn transactions into meaningful relationships. For our business customers, that means fast funding, the fastest payments, smart integrations, and efficient virtual queues & bookings - all with instant insight across the board. For over 600,000 diners across the UK, that means getting seated at their favourite restaurants in just a couple of taps on the Dojo app. Whether it’s for busy business owners or hungry diners, every Dojo product is built to address real customer pain points by our dedicated teams in London, Bristol, Hull and Belfast. 

The Role

At Dojo, we’re obsessed with our customers, and serious about using research to inform the products and services we build for them. Embedded in a tribe dedicated to experimentation and developing new B2B fintech products, this position is to lead our research programme tasked with gaining a deep understanding of customers and their needs, wants and expectations for a range of products, services and functionality. 

You’ll run your own research with SME business owners in several markets across Europe, with full autonomy to devise and deliver the optimal research approach to answer strategic questions through actionable insight. As experiments with potential new products succeed and fail you will pivot quickly, providing critical insight in a fast moving environment.

You will:

  • Run end-to-end research projects with a focus on deep, exploratory techniques that encompass qualitative and quantitative data

  • Complement this with existing research and/or quantitative data 

  • Design, moderate and report on your research projects

  • Work with external research partners

  • Make recommendations on new business initiatives and product innovation ideas to senior stakeholders

  • Influence the strategy and decision-making of product owners

  • Take a proactive and passionate interest in the wider business and spot opportunities for further insight

You have:

  • Strong background of qualitative and quantitative research, with challenging and complex audiences, ideally in a B2B fintech environment

  • Demonstrable competence working with a mix of research methods

  • Experience of moderating in-depth interviews and focus group discussions  

  • Strong track record of story-telling and visualisations to engage audiences in your insights

  • Examples of research you have led that resulted in actionable insights 

  • The experience, gravitas and confidence to give opinions based on insight that challenge existing assumptions

  • Stellar interpersonal skills, with a can-do attitude

Our values

At Dojo, we’re curious . We have an insatiable desire to learn and innovate. And we’re relentless . We persevere even when it’s easier not to. But, we’re nothing without our customers, who drive everything we do. From day one, Dojo was built on real customer pain points and every one of us is customer-obsessed

Creating a more diverse, equitable and inclusive Dojo

Dojo’s 60,000+ customers reflect the diversity of the UK High Street. Building diverse teams that are representative of that to develop and deliver our business strategy is fundamental to continuing to create innovative products at Dojo. As a result, together, we achieve better outcomes for our customers and for Dojo. 

Regardless of age, disability, race, gender, religion, sexual orientation, culture, educational background, parental status, neurodiversity or disability - whoever you are, if you’re passionate about your work, curious, relentless and customer-obsessed, we want to hear from you.

We pride ourselves on fostering a sense of community, which is only made stronger by each individual at Dojo, so you'll have the opportunity to meet a variety of people across levels, teams, and experiences throughout the interview process. 

Find out more about our benefits and what it’s like to work at Dojo at https://www.dojo.careers

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