About this role
About Insurance Insider
Insurance Insider is the leading provider of insights and analysis for the world’s top insurers, distributors, service providers, and investors.
Since 1996, we’ve been helping clients uncover new business opportunities and protect against risks through our exclusive news, deep analysis and actionable insights on the insurance market. Our coverage extends across the London market, global (re)insurance market, insurance-linked securities market and US property and casualty market.
About the Role
We’re looking for someone whose job is to understand our customers better than anyone else in the business and make sure that understanding reaches our product teams. You’ll work across our product lines – not embedded in one – combining direct customer contact, data, and insight from marketing, sales and editorial into a connected view of what customers need.
Day to day, you’ll move between talking to customers, digging into data, and building things with AI-assisted design tools (Figma, Claude, Lovable, or similar) to test what you’ve learnt – part researcher, part designer, part analyst. Your work spans deep discovery and longer-running research alongside fast, iterative cycles to answer specific questions quickly. Expect real face-to-face time with customers—interviews, forums, and conferences—plus regular travel between our Sofia and London offices.
We’re a small, fast-moving team, and we want someone who works that way too — genuinely fluent with AI tools and always looking for ways to use them to move faster and get more done than most people would consider possible. This isn’t a side skill here; we want you at the cutting edge of using these tools to increase your own output.
You’ll report to and work closely with the Product Director, with room to take on more independent ownership of the research agenda over time. We want someone who takes ownership and runs with initiative — in return, you’ll get real trust and autonomy to do the job the way you see fit.
Key Responsibilities
• Lead discovery work and longer-running research that builds a deep understanding of our customers over time
• Run interviews, usability testing, and short-cycle rapid research to answer specific questions quickly
• Build prototypes and mockups using AI-assisted design tools (e.g., Figma, Claude, Lovable) to test ideas with customers
• Use AI tools fluently and proactively to work faster and get more done – across research, prototyping, and everyday tasks
• Host regular customer forums to gather ongoing feedback and build a standing customer community
• Travel between our Sofia and London offices, and to customer sites and industry events, for face-to-face meetings, interviews, forums and conferences
• Work directly in Google Analytics and Power BI, implement heat-mapping tools, and request or help set up new, faster BI tools when existing ones don’t answer your questions
• Partner with the data team to validate qualitative findings against quantitative signal
• Build relationships with marketing, sales and editorial to surface customer and market signal early
• Synthesise research, data and cross-functional input into clear, actionable findings
• Build and maintain a deep understanding of user journeys across all three product lines
• Work across multiple product lines and Product Managers to spot patterns and pain points that cut across teams
• Present findings and recommendations to Product Managers, the UI Designer, and the Product Director
• Attend industry conferences and customer events to gather insight
Qualifications & Experience
• Several years’ experience (broadly 4–7 years) in user research, product research, or customer/market insight roles, spanning both discovery-style and rapid/tactical research
• Experience working across more than one product or team, or a clear desire and aptitude to do so
• Genuinely fluent with AI tools, and proactive about using them to work faster and get more done
• Working proficiency with AI-assisted design tools (e.g. Figma, Claude, Lovable), comfortable building prototypes and mockups
• Strong grounding in qualitative research methods (interviews, discovery, contextual inquiry, usability testing) across both long-running studies and fast-turnaround cycles
• Confident working directly in Google Analytics and/or Power BI to pull your own insight, comfortable implementing heat mapping tools, and proactive about suggesting or helping set up new, faster BI tools
• Comfortable with regular travel, including between office locations and to customer sites, conferences and industry events
• Some experience building relationships and pulling insight from outside product and design – e.g., sales, marketing, or editorial
• Strong synthesis and communication skills - able to turn research into a clear point of view for stakeholders
• Comfortable working in a small, fast-paced team, with pace and ambiguity
• Takes ownership and runs with initiative, without needing close direction
• Experience running customer forums, panels, or advisory groups
• A strong, demonstrable ability to map and deeply understand user journeys
• Experience working in AI-first, agile product and development teams
• Experience in a subscription or B2B information/media business is a plus
What We Offer
• A role with real scope to shape how the business understands its customers, with room to grow into a broader remit over time
• Real trust and autonomy – we back people who take ownership and run with initiative
• Flexibility with true hybrid working – expected to be in the office 1 day a week
• Competitive compensation and benefits package.
• 25 holiday days per year, plus your birthday off
• A collaborative and mission-driven culture
• Opportunities for professional growth and development