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UX Researcher

Toronto, Canada

Momentum Financial Services is a leading provider of financial services in North America. For 40 years, we've been committed to providing financial solutions that meet the evolving needs of consumers and business owners. Through our retail network of over 400 locations, known as Money Mart and The Check Cashing Store, we provide access to cash and related products to help our customers achieve their goals.

Our highly skilled workforce puts customers first in everything we do. We serve 2 million people annually with diverse and innovative financial products such as loans, cheque cashing, money transfer and prepaid cards. Through this ever-evolving suite of services, we empower customers to manage their finances and improve their lives. Wherever customers are on their financial journey, Momentum Financial Services Group provides solutions. 

GENERAL FUNCTION

The UX Researcher will be a key partner in shaping Money Mart's digital products and experiences by uncovering deep customer insights to inform design, strategy, and product direction. Working across growth initiatives, new product launches, and cross-functional pods, this role will deliver qualitative and quantitative research that directly informs how and what Money Mart builds.

They will collaborate closely with designers, product managers, analysts, marketers, and business stakeholders to ensure we're solving the right problems, in the right ways, for the right audiences.

DUTIES/RESPONSIBILITIES

  • Cross-Pod & Growth Initiative Research Support
    • Conduct generative and evaluative research to support pod-level workstreams, growth opportunities, and product iterations. 
    • Collaborate with stakeholders in the Acquisition, Customer Experience & Transformation, and Servicing pods to define research goals that support customer and business needs.
    • Support early discovery work for new product or feature launches, delivering clear insights to shape initial scoping and MVP development.
  • Research Design & Execution
    • Choose and implement the right mix of methods (interviews, surveys, diary studies, usability testing, A/B test support, ) based on business questions and constraints.
    • Develop research plans, screeners, scripts, and facilitation guides. 
    • Synthesize findings into clear, actionable insights that influence both strategy and design. 
  • Collaboration & Insight Activation  
    • Work side-by-side with UX designers, product managers, and data analysts to translate research into experience improvements.
    • Evangelize the customer voice throughout the development lifecycle-especially in early MVP iterations and roadmap shaping.
    • Share findings via workshops, reports, and experience walkthroughs to drive alignment and action.
  • Building Research Infrastructure
    • Help standardize research processes and templates for reuse across pods and teams.
    • Contribute to a growing insights repository to reduce research duplication and increase institutional learning. 
    • Work with external partners or platforms (e.g., User Testing, Maze, Ethnio) as needed to scale capabilities. 
  • Measurement & Validation
    • Partner with data and analytics teams to triangulate qualitative insights with behavioral and quantitative data.
    • Support hypothesis generation and validation for experiments and optimization

EXPERIENCE

  • 3-5 years of experience in UX or product research roles, ideally in agile digital product
  • Proficiency in mixed-methods research, with a strong command of both qualitative techniques and quantitative interpretation.
  • Demonstrated success in delivering research that meaningfully influenced product direction or user experience.
  • Strong communication and storytelling skills-able to translate research findings into compelling narratives for diverse audiences.
  • Familiarity with design thinking, agile/scrum environments, and product
  • Experience in financial services, fintech, or retail strongly

Additional Information

All your information will be kept confidential according to EEO guidelines.

*Notice to Ontario Applicants – Momentum Financial Services Group is committed to accommodating applicants with disabilities up to the point of undue hardship during the recruitment, assessment, and selection process. If you are selected for an interview, please notify Momentum Financial Services Group if you require accommodation in respect of the materials or procedures used at any time during this process. If you require accommodation, we will work with you to determine how to meet your needs.

Note to Internal Applicants: All internal applicants are required to notify current manager regarding interest in applying for this role.

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Employment and Verification Information:

  • Money Mart will review all submissions, and interview the most qualified candidates based on their knowledge, skills, abilities, and other competencies.
  • Candidates who do not meet the requirements, in the recruitment process, for employment will remain classified as applicants and may re-apply for any future job posting and shall receive equal consideration.
  • Only successful applicants will be contacted.
  • All resumes will be kept on file for a period of three months.
  • Money Mart is committed to protecting the rights of individuals to privacy with regard to the processing of personal data.
  • It is necessary for Money Mart to process personal data in the normal and proper conduct of business operations.
  • Such processing will be conducted fairly and lawfully in accordance with Canada’s Federal Personal Information Protection and Electronic Documents Act including the ten principles set out in the National Canadian Standards Association: Model Code for the Protection of Personal Information.
  • If there is a query regarding the accuracy of your personal data then your query will be dealt with fairly and impartially.
  • Money Mart holds data on prospective, current and former candidates, as well as prospective, current and former staff
  • This data is held securely in electronic and/or as a paper record.
  • The processing of this data is subject to the rules laid down under Canada’s Federal Personal Information Protection and Electronic Documents Act.
  • Personal data will only be used for the proper purposes of the employment business.
  • The protection of your personal data will be governed by the provisions of Canada’s Federal Personal Information Protection and Electronic Documents Act. Access to your data will be restricted to those personnel to whom it is necessary for proper purposes.
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