Senior Customer Researcher – Payments & SaaS Analytics – Remote, Canada – Join brighthush
About brighthush
brighthush is a trailblazing technology partner that empowers service‑based businesses to thrive in the digital economy. By delivering a suite of integrated SaaS solutions—ranging from point‑of‑sale systems to advanced analytics—brighthush helps merchants streamline operations, enhance customer experiences, and unlock new revenue streams. Our mission is simple: to make commerce smarter, faster, and more accessible for every entrepreneur. With a culture that prizes curiosity, collaboration, and continuous learning, we’re building a future where data-driven insights drive business growth and customer delight.
Role Overview
We’re looking for a seasoned Customer Researcher – Payments to join our remote, Canada‑based team. In this senior‑level role, you will own the end‑to‑end research lifecycle, from conceptualizing studies to translating findings into actionable product enhancements. Your work will directly influence how brighthush’s payment solutions evolve, ensuring they meet the nuanced needs of merchants and their customers.
Key Responsibilities
- Design & Execute Mixed‑Method Research: Lead qualitative interviews, ethnographic studies, usability tests, and quantitative surveys to uncover user motivations, pain points, and adoption patterns.
- Data Analysis & Insight Generation: Leverage statistical tools (R, Python, JASP) to analyze large datasets, identify trends, and build robust personas that inform product strategy.
- Stakeholder Collaboration: Partner with product managers, engineers, and marketing teams to translate research insights into clear, prioritized recommendations.
- Present Findings & Champion Change: Craft compelling narratives and visual dashboards that resonate with both technical and non‑technical audiences, driving data‑driven decision making.
- Project Leadership: Own research timelines, budgets, and vendor relationships, ensuring projects are delivered on schedule and within scope.
- Continuous Improvement: Evaluate and refine research methodologies, tools, and processes to maintain best‑practice standards across the organization.
Essential Qualifications
- Minimum 5 years of professional research experience, preferably within SaaS or fintech environments.
- Proven expertise in mixed‑method research—combining qualitative and quantitative techniques to deliver holistic insights.
- Advanced proficiency in R, Python, or JASP for data manipulation, statistical analysis, and visualization.
- Strong project management skills, with a track record of delivering complex research projects on time and within budget.
- Excellent communication abilities—both written and verbal—enabling you to present findings to diverse stakeholders.
- Eligibility to work in Canada without sponsorship.
- Fluency in English; additional languages are a plus.
Preferred Qualifications
- Experience conducting research on payment systems, e‑commerce platforms, or merchant‑facing SaaS products.
- Familiarity with user‑experience (UX) research tools such as Lookback, UserTesting, or Optimal Workshop.
- Knowledge of GDPR, PCI‑DSS, and other compliance frameworks relevant to payment data.
- Background in data storytelling—creating dashboards in Tableau, Power BI, or Looker.
- Prior exposure to agile product development cycles and cross‑functional collaboration.
Skills & Competencies
- Analytical Thinking: Ability to dissect complex data sets and distill actionable insights.
- Curiosity & Empathy: Deep interest in user behavior and a genuine desire to solve real‑world problems.
- Technical Proficiency: Comfortable with statistical software, data cleaning, and advanced analytics.
- Strategic Vision: Translate research findings into long‑term product roadmaps.
- Collaboration: Work seamlessly with product, engineering, marketing, and customer success teams.
- Adaptability: Thrive in a fast‑paced, evolving environment where priorities shift quickly.
Career Growth & Learning
At brighthush, your professional development is a top priority. You’ll have access to:
- Mentorship from senior leaders in product, data science, and design.
- Regular learning sessions—workshops, webinars, and industry conferences—to keep you at the cutting edge of research methodology.
- Opportunities to lead cross‑functional initiatives, expanding your influence beyond research into product strategy.
- A clear career ladder that rewards impact, innovation, and leadership—whether you aim to become a Lead Researcher, Head of Customer Insights, or a Product Strategy Director.
Work Environment & Culture
brighthush champions a culture of inclusivity, transparency, and empowerment. As a remote team, we rely on:
- Weekly virtual stand‑ups and bi‑weekly all‑hands meetings to keep everyone aligned.
- Open‑door communication channels—Slack, Teams, and a dedicated research hub—where ideas flow freely.
- Flexible working hours that respect personal commitments while ensuring collaborative touchpoints.
- A commitment to mental and physical well‑being, with resources such as virtual fitness classes, mindfulness sessions, and ergonomic support.
Compensation & Benefits
We offer a competitive salary range of CAD 95,000 – 110,000 per year, commensurate with experience and expertise. In addition, you’ll enjoy:
- 401(k) matching program to help you build a secure financial future.
- Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
- Comprehensive retirement plan with employer contributions.
- Health, dental, and vision insurance plans tailored to remote employees.
- Professional development stipend for courses, certifications, and conferences.
- Equity options to share in brighthush’s growth and success.
How to Apply
If you’re ready to shape the future of payments and SaaS analytics, we’d love to hear from you. Submit your resume, a cover letter detailing your research achievements, and any relevant portfolio pieces or case studies. Let’s explore how your expertise can elevate brighthush’s mission to empower merchants worldwide.