Senior Customer Insight Researcher

About Paidy Inc.

Paidy is Japan's pioneer and leading BNPL service company. At Paidy we believe in creating simple, instant experiences to take the hassle out of shopping with a touch of magic.

Paidy offers instant, monthly-consolidated credit to consumers by removing hassles from payment and purchase experiences. Paidy uses proprietary models and machine learning to underwrite transactions in seconds and guarantee payments to merchants. Paidy increases revenue for merchants by reducing the number of incomplete transactions, increasing conversion rates, boosting average order values, and facilitating repeat purchases from consumers. 

Paidy has reached an agreement to join PayPal, the global payments company. Paidy will continue to operate its existing business, maintain its brand and support a wide variety of consumer wallets and marketplaces by providing convenient and innovative services.

Paidy continues to innovate to make shopping easier and more fun both online and offline. For more information, please visit http://www.paidy.com. 

About Position 

As an experienced researcher within the Experience Team, this position will play a key role in strengthening Paidy’s insight foundation through both quantitative and qualitative research.

The researcher will work closely with the CX Strategist, UX Designers, and the VP of Experience to design and execute studies that deepen our understanding of user experience, satisfaction, and brand health across Paidy’s ecosystem — including collaborations with key merchants such as Apple and Amazon.

This position will also collaborate with external research vendors to conduct recurring satisfaction and brand-tracking surveys and will participate in interpreting and synthesizing research findings to inform product development, marketing initiatives, and overall service improvement.

The ideal candidate has strong communication and facilitation skills, can refine business challenges into clear research questions, and is comfortable guiding both vendors and internal stakeholders toward actionable insights. We　value strategic thinking, judgment, and research orchestration.

Key Role and Responsibilities

Conducting Research

• Plan, design, and execute quantitative and qualitative research to evaluate product usability, user satisfaction, and brand perception.
• Collaborate with long-term research vendors to develop survey questionnaires, research scopes, and analysis plans for the regular Paidy Brand, Users, and Merchants’ UX satisfaction studies.
• Collaborate closely with the Data Science Team to leverage internal data sources (e.g., Looker, Google Analytics/ Mixpanel) and integrate behavioral data with research insights.
• Utilize UX research tools such as Maze and other tracking or analytics platforms to design efficient studies and interpret user behavior.
• Lead or co-lead research design when vendor involvement is limited—ensuring methodological rigor, clear objectives, and measurable outcomes.
• Combine qualitative insights (user interviews, usability testing) and quantitative data to generate holistic and actionable findings.
• Manage the end-to-end process of research projects—from scoping and brief creation to reviewing deliverables and communicating insights.

Insight Analysis & Synthesis

• Interpret vendor-delivered quantitative data and merge it with qualitative insights to uncover user needs, product pain points, and business opportunities.
• Analyze survey results, brand tracking trends, and user feedback with a critical and independent perspective, questioning assumptions and identifying new hypotheses.
• Create structured reports and presentations to translate complex data into meaningful insights for internal audiences.
• Provide clear, evidence-based recommendations that drive design, product, and marketing decisions.

Customer Experience & Product Improvement

• Partner with UX Designers, Product Managers, and the CX Strategist to identify improvement opportunities based on satisfaction, usability, and behavioral insights.
• Support the Experience Team in transforming research insights into prioritized actions for product development and UX/UI improvements.
• Lead discussions that connect data-driven insights with strategic design and service experience goals.

Cross-Functional Collaboration & Facilitation

• Facilitate research planning and insight-sharing sessions with multiple teams (Design, Product, Marketing, Sales, CS).
• Translate stakeholder goals into researchable questions and guide conversations toward achievable, high-impact outcomes.
• Ensure alignment between internal teams and external vendors by managing expectations, timelines, and quality standards.
• Support communication of findings across the organization to promote user-centered decision-making.

Vendor & Research Process Management

• Manage relationships with external research partners: create briefs, define deliverables, review outputs, and ensure quality.
• Develop and maintain templates, guidelines, and frameworks for vendor-based research to ensure efficiency and consistency.
• Monitor and track project budgets, timelines, and vendor performance, providing feedback for continuous improvement.
• Evaluate opportunities to integrate AI-supported UX research tools to streamline execution and analysis.

Skills and Requirements

Minimum Qualifications

• 3+ years of experience in UX, market, or product research, with exposure to both qualitative and quantitative methods.
• Experience designing and managing research projects in collaboration with external vendors.
• Proven ability to translate business problems into clear research questions and structured plans.
• Strong analytical mindset and ability to interpret survey results, behavioral data, and user interviews cohesively.
• Excellent communication, facilitation, and storytelling skills—able to drive discussions and align diverse stakeholders.
• Experience conducting user research with Japanese audiences.
• Business-level Japanese (native or equivalent) and English proficiency for collaboration with team members.

Preferred Qualifications

• Bachelor’s degree in Human-Computer Interaction, Behavior, Psychology, Sociology, Marketing, or related fields (or equivalent and demonstrable work experience)
• Familiarity with survey platforms and UX research tools (Maze, Lookback, Unii Research, etc.).
• Experience with brand tracking, NPS, or customer satisfaction surveys.
• Experience working in a cross-functional, fast-paced, and agile environment.

What We Value

• Strategic thinking and a proactive attitude toward uncovering insights that drive business impact.
• Balanced mindset between data-driven rigor and user empathy.
• Curiosity to challenge conventional assumptions and explore data from new perspectives.
• Strong collaboration and partnership mindset—able to complement the CX Strategist’s qualitative and strategic expertise with quantitative depth.
• Ownership and accountability for delivering meaningful, actionable insights that influence product and experience decisions.

The Paidy team will ask about your user experiences with Paidy Apps during the interview. Please download the Paidy App and try it out!

• iOS: https://apps.apple.com/jp/app/paidy/id1220373112
• Android: https://play.google.com/store/apps/details?id=com.paidy.paidy&hl=en&gl=US

For those who are not able to download Paidy App, due to the regional restrictions, please be advised that you download the similar App, such as Klarna, Afterpay, Affirm and so forth, and come up with your opinions on these applications and services.

Please note that you must be eligible to work in Japan.

What We Offer You

• Diversified team with 230+ colleagues from 35+ countries
• Exciting work opportunities in a rapid-growing organization
• Cross-functional collaboration
• Hybrid remote work model - minimum 2 times in office per week (subject to change at company discretion)
• Competitive salary and benefits

Paidy Values

Be a winner / 勝ちにこだわる

• Always seek to beat expectations. / 期待値を超える為に常に努力する。
• Display surprising speed and resourcefulness. / 人をスピードと機知で驚かす。
• Overcome weaknesses by leveraging the strength and help of others to win. / 仲間の強みを活かしたり協力を得ることで、自身の弱みや足りない点を克服する。

Own it and deliver, together / 共に結果を出す

• Fully support the final decision even if at times you may disagree. / たとえ意見が対立することがあったとしても、最終決定を全面的に受け入れ支持する。
• Acknowledge and gather the power of others, by communicating and collaborating with them. / 仲間の力を認めて活用し、積極的にコミュニケーションをとり、協力する。
• Show a will to own actions and go the extra mile without being asked. / 行動について強いオーナーシップを持ち、言われずとも業務を遂行しきる覚悟を持つ。

Be a valuable team member / 価値を認められるメンバーになる

• Strive to play an integral role. / 替えの効かない役割を果たす。
• Embrace and bridge differences in perspective, language, and culture. / 異なる意見・考え方、言語と文化の架け橋になる。
• Don’t compromise - raise the bar for yourself and others. / スタンダードを上げ続けることに妥協しない。