CX Research Lead || Bangalore

Angel One Limited is a Fintech company providing broking services, margin trading facility, research services, depository services, investment education and distributes third party financial products to its clients, on a mission to become the No. 1 fintech organization in India. With over 2 crore+ registered clients, we are onboarding an average of over 800k new clients every month in the current financial year. We are working to build personalized financial journeys for our clients via a single app, powered by new-age tech, AI, Machine Learning and Data Science.

We have a flat structure, with ample opportunity to showcase your talent and a growth path for you to the very top. We are aggressively hiring for various non-tech and tech roles across India. Join our team and experience the best of both worlds at Angel One! Check out our careers section!

Why You'll Love Working at Angel One!

• Ranked Top 20 Companies to Work in India:

  We're proud to be recognized as one of the best workplaces, certified for 9 consecutive years.

• Innovative Culture:

  Ideate, innovate, and create cutting-edge fintech solutions with AI and Machine Learning.

• Be part of something huge:

  Be at the Forefront of Fintech Innovation

• Bold Approach:

  We're not just growing a customer base; we're unlocking potential, aiming to touch a billion lives. It's about more: more drive, more initiative, and a bolder way of working.

Role Summary:

Own Angel Ones understanding of customer motivation, hesitation, and emotional friction. This role reports to the head of CSMI and will run qualitative & quantitative discovery across onboarding, trading, retention, and lapsage journeys, turning customer voice into strategic clarity

Key Responsibilities:

Manage internal research panel across segments Churned, Active, F&O, Cash, MTF, IPOs etc

Lead qualitative research to deeply understand customer motivations, fears, triggers, and hesitations across onboarding, product use, trading behavior, and churn.

Design and conduct in-depth interviews (IDIs), FGDs, in-app conversations, and user playbacks especially around high-friction journeys like F&O onboarding, IPO participation, and app reactivation.

Synthesize user narratives into personas, behavioral archetypes, and friction-to-fix storyboards for product, design, Revenue and Growth teams.

Maintain and update a high-quality verbatim repository (tagged quotes, emotion themes, playback-ready insights) that can be reused in sprints and CX rituals.

Manage research logistics: panel coordination, session scheduling, WhatsApp/audio interviews, transcription and tagging until a dedicated research specialist is onboarded.

Who are You:

6-8 years of experience in UX research, qualitative customer insight, or behavioral design

Having background in fintech, consumer tech, product design, or an insight agency and know how to turn feedback into design or messaging recommendations.

Moderated customer sessions, synthesizing insights into slides, and getting hands-on with tagging or scheduling during early quarters.

Having experience of running studies across Tier 2/3 cities, multilingual audiences in Fintech

Impact: