Customer Insights Quantitative Research Lead

Who are we?

At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.

This is a hybrid role with 2 days a week in office requirement.

What will you contribute?

The Customer Insights Quantitative Research Lead will lead the design, execution, and analysis of survey-based research, including NPS, CSAT, and CES. This role will be responsible for driving rigor and consistency in quantitative based research. This role will report to the Head of Customer Insights and work cross-functionally to execute surveys and share findings across the organization.

Responsibilities & Deliverables: Your deliverables will include, but are not limited to, the following:

• Survey Program Leadership- Design, launch, and manage recurring customer surveys (NPS, CSAR, CES…), ensuring alignment with overall customer insights strategy and goals.

• Quantitative Research Execution- Design, launch, and analyze surveys targeted at providing customer insights that advance business goals and inform strategic decisions.

• NPS Framework Execution- Partner with Marketing Operations, Data Analytics, and larger Customer Insights team to maintain and evolve NPS program, including sampling, weighting, segmentation, and tracking

• Exec Scorecards & QBR Support- Translate survey results into executive VOC scorecards, BU-specific dashboards, and QBR-ready insights.

• Statistical Analysis- Apply advanced statistical techniques (driver analysis, regression, factor analysis, conjoint) to identify satisfaction drivers, churn risk factors, and growth opportunities.

• Innovation in Research- Introduce new approaches (AI text analysis, micro-surveys, embedded product feedback loops) to improve speed, relevance, and actionability.

• Cross-Functional Partnership- Act as a strategic research advisor to BU-aligned Insights Partners, tailoring survey outputs to their business needs. Partner with Marketing Operations on execution and Data teams on enabling self-service dashboards.

• Data Quality & Governance- Establish consistent survey governance, ensuring data accuracy, representative sampling, and methodological rigor across programs.

Required Experience:

• 3+ years in quantitative research, customer insights, market research, or survey analytics

• Expertise in survey design, sampling, weighting, and advance statistical methods

• Experience with survey platforms such as Qualtrics, Alida, or SurveyMoney.

• Proficiency with data visualization tools (Power BI experience preferred)

• Experience in software development, B2B, SaaS, FinTech, or Finance preferred

• Experience with multiple quantitative research methods, including surveys, NPS, CSAT, CES conjoint, MaxDiff,

• Strong communication skills to convey complex data into clear insights

• Proficiency in SPSS, R or Python for statistical modeling

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

• Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.
• Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
• ESG: Benefit from paid time off for volunteering and donation matching.
• DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
• Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
• Specific benefits may vary by location.

At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.

Be unique, be exceptional, and help us make a difference at Finastra!

Applicants for this position need to be located in posted location or their immediate surrounding areas. Due to the requirements of this position, this job posting is not available for, and Finastra will not be considering any applicants who currently reside in New York City or California.