Senior Customer Research Analyst

Genie AI; London; Remote; GBP 125,000 - 150,000

Job description

• A unique opportunity to shape our customer research function, defining methodologies, tools and processes

• Freedom to shape a mixed-method research approach, working across both deep user interviews and data-driven insights to paint a holistic picture of our customer

• You will make a direct impact on product development and business strategy - your research will inform key decisions across the company, not just isolated UX tweaks

Your purpose in our mission

We’ve raised $17.8 million in Series A funding led by Google Ventures and joined by Khosla Ventures. They believe in our vision that the law should be accessible to everyone, and this is where your skills will directly shape customer experience in a company that’s growing quickly.

Your manager and team

Our org structure is made up of pods with distinct areas of focus to keep us all working on the most impactful things for our customers all of the time. Some of our team members work across multiple pods. Our structure was conceived with impact, autonomy and velocity in mind and we'd love to share more with you throughout our interview process. Your manager, Rafie Faruq, our Co-Founder & CEO, will develop your skills and enable you to deliver on the pod mission.

This is what you’ll be doing

As a Senior Customer Research Analyst at Genie AI you’ll be joining us in a dynamic stage of our growth so you’ll face lots of different challenges. Doing User Research for an AI product is a fascinating challenge, so be prepared to adapt your skillset! Below is what we need you to do, it’s up to you on the how:

Quantitative Research & Customer Data Analysis:

• Analyse existing customer data sets, creating charts, tables, and data visualisations to uncover patterns, behaviors, and opportunities for customer understanding

• Translate data into actionable insights that inform product development, growth strategies, and company direction

• Track and report key business metrics, supporting investor updates and company-wide strategic discussions

Qualitative User Research & Insights:

• Conduct user interviews and research sessions, particularly with US timezone customers, to gather in-depth qualitative insights

• Tag, label, and synthesise research findings, transforming them into clear, actionable recommendations for Product, Growth, and Leadership teams

• Present research in digestible formats (e.g. written reports, presentations) to drive product decisions and business strategy

• Apply a variety of research methods as needed, balancing speed and rigour depending on the business context

Strategy:

• Lead and shape the user research strategy, defining how, when, and why research is conducted, while Product Managers drive the "what"

• Establish research processes and best practices, ensuring insights are embedded into product and go-to-market decisions across teams

• Own and maintain user personas, ensuring they accurately reflect customer segments and needs, and support go-to-market (GTM) strategy development in collaboration with Growth, Product Marketing and Sales

Cross-functional collaboration:

• Work closely with Product, Growth, Marketing, and Sales to ensure research drives both product development and commercial success

• Contribute research-backed perspectives to strategic company meetings, influencing key decisions and helping shape company direction

Technical Curiosity & Data Innovation:

• We would love to find somebody who wants to develop their technical skills to enhance research capabilities & automate data analysis

• Our dream candidate would have an appetite to explore AI tools and data warehousing solutions to build a single customer view, improving the integration of quantitative and qualitative data

This is how we’ll set you up for success and the outcomes we expect from you

Over your first 90 days you can expect us to help point you in the right direction to set you up for success. During the interview process we can talk you through a high level overview of your 90 day plan.

By the end of your first three months we expect you to be:

• Month 1: Develop fluency with our key customer research tools and conduct a gap analysis of any missing infrastructure. Begin engaging directly with users, and immerse deeply in customer understanding to synthesise and present actionable insights

• Month 2: Develop and implement a scalable customer research strategy and process, enabling PM’s, Designers, and other stakeholders to consistently generate insights that inform and inspire product and business decisions

• Month 3: Establish a clear, collaborative role within a cross-functional team (including PMs, Designers, and Growth), contributing to a customer-first, high-performance culture, while demonstrating strong business acumen and delivering impactful quantitative and qualitative research insights

We’ll continually develop and measure success on the below criteria:

• Number of customer insights per month

• Level of knowledge of entire team about our customers

• Are we building highly impactful features?

We are a start up in an exceptionally dynamic stage of our growth. We are a customer and employee led organisation. What this means is that we adapt to our customers' needs, and the problems we’re solving today could be very different in six months, or even by the end of this recruitment process. We also listen to our team as we empower you to have full autonomy of your role - you're the expert. You should expect to work with us on how your role develops, grows and changes throughout your time at Genie.

It can be tough here because

• We don’t structure your work for you. We give you the what and you come up with the how

• We don’t try to get things perfect the first time. We get things to good enough, and then we continuously iterate

• This role sits between numerous stakeholders so it can be challenging to effectively manage expectations

But we think you’ll love

• Collaborating closely with diverse teams to shape impactful solutions and drive product success

• Exposure to both quantitative and qualitative user research

• Scope to learn coding and more technical skills as well as use a wide variety of cutting edge platforms and AI

The skills you need to succeed in this role

• Qualitative Research: Strong understanding of unbiased interview techniques and best practices for user research

• Quantitative Research: Comfortable working with data—able to create charts, tables, apply basic statistics, and work effectively with Excel spreadsheets to analyze and present customer insights

• Bundles of empathy & well developed presentation skills

Unleash your magic: our interview process

• Step 1: Meet our Talent Acquisition Lead, Char, to assess your motivations and baseline skills

• Step 2: Complete our take home task

• Step 3: Technical interview with Nitish Mutha (our Co-Founder & CTO) and Alex Denne (Head of Marketing)

• Step 4: Culture interview with Rose Dent-Spargo (our Lead Product Designer) and Rafie Faruq (our Co-Founder & CEO)

We can’t wait to meet you! Bring your authentic self, and get ready to explore our culture, team events, and big mission. We're excited to discover what makes you and us unique.

Our benefits

Here’s just some of the benefits you can look forward to when you enter the Genie’s lamp:

• Generous Stock Options: We want all our genies to share in our success

• Private healthcare: To help keep you fit as a fiddle

• Fully Remote Working: Work from anywhere your heart desires

• Unlimited book budget: Dive into an unlimited budget for business, law, or technology books

• Home Office Setup: Equip your home office with the best – a top-of-the-range laptop, monitor, wireless keyboard, mouse, and a comfortable office chair. Your workspace will be as splendid as a royal palace

• Learning and Development Budget: Each Genie gets an individual £500 L&D budget annually, plus five days off for any job specific learning adventures

• Unlimited Holiday: Take as much time off as you need to recharge your batteries

• Parental Leave: Both genie parents get enhanced leave to welcome their little genies into the world

• Free access to Genie: For you to create, negotiate and collaborate on legal documents in real time on one platform!

About Genie AI

Genie AI is a machine learning startup with a mission to enable everyone to draft quality legal documents. We're shaking up the legal world and flipping the business model on its head!

Think of what GitHub did with open source code, Instagram and TikTok with entertainment, Airbnb with hospitality, and Uber with travel – Genie AI is doing that with legal contracts. We're conjuring up a community-based AI law platform that'll change the game. Join us, and let’s make some legal magic together!

• 100,000 companies use Genie AI today - we’ve been growing exponentially!

• We’re funded by the world’s top investors, with significant runway - and we’re growing the team

• We’ve collaborated with Oxford University and Imperial College London to co-author research papers on explainable AI

• According to Forbes, we're also rated one of the top 29 AI startups in the UK

• We're a Sunday Times Best Places to Work Award Winner 2024

• We’re backed by top legal pedigree, from Lord Neuberger to representing the UK on multiple Ministry of Justice trade missions

• Our customers save on average £15,000 on legal fees per year with Genie

• This isn’t just a SaaS product - we’re redefining the business model of law

Ready to grant wishes and disrupt a £750bn industry? Click apply and join us in creating a world of digital wonders!

At Genie, we’re committed to creating a diverse environment. Whilst we’re on the cutting edge of innovation, it’s all about the people. We embrace differences and hire based on merit, giving equal consideration to all applications, regardless of gender, background and race.

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