• Research Participant Panel Management: Build and maintain a large, standing panel of active, consented, and well-segmented research participants across all product areas and customer segments. Design and operate the participant recruitment pipeline, sourcing participants through multiple channels while maintaining panel segmentation at a highly granular level. Track and report on panel health (coverage, engagement, profile quality, and consent freshness), run re-engagement programmes, manage annual re-consent cycles, and oversee all participant onboarding, maintenance, and offboarding.
• Session Coordination: Manage scheduling for all research sessions across the function, including interviews, usability tests, large-scale panels, and outbound research calls. Send participant invitations, reminders, and confirmations through appropriate channels, track attendance, manage rescheduling, and coordinate logistics for periodic large-group sessions.
• Incentive Fulfilment: Manage the complete participant incentive lifecycle from confirming session completion to disbursing rewards. Maintain a complete and accurate incentive ledger, resolve fulfilment failures promptly, and produce regular incentive reconciliation reports for Finance.
• Tooling & Systems Administration: Own and administer the research function's tooling stack, including participant management systems, survey platforms, research repositories, and communication tools. Ensure all researchers and specialists have the necessary access, training, and support, serving as the first point of contact for system issues or process breakdowns.
• Data & Compliance: Maintain up-to-date customer satisfaction data per product area and flag significant changes promptly. Ensure all participant data handling and panel communications remain strictly compliant with NDPR and applicable data protection regulations. Maintain a complete consent register, process deletion requests within regulatory timelines, and enforce data retention policies.
• Team Contribution: Contribute to the continuous improvement of research operations processes and tools, and support the onboarding of new researchers and specialists into the function's operational systems.

Experience & Background

• Bachelor's degree in Business Administration, Information Management, Social Sciences, Statistics, or a related field.
• 3+ years of experience in a research operations, programme coordination, or operational management role — preferably in a research, product, or technology organisation.
• Experience in qualitative and quantitative market, customer, or UX research.
• Proven ability to conduct and analyse customer interviews, usability tests, diary studies, and surveys.
• Demonstrable experience building and maintaining participant or customer panels.
• Familiarity with financial technology or a regulated consumer product environment is preferred.