Senior Researcher - Script Journey

SENIOR RESEARCHER - SCRIPT JOURNEY

Department:  
Design and Customer Experience

Reports to:   
Product Design Lead 

WHO PLATFORM45 IS 

• We are responsible for code changing the lives of people around the world, every day.
• We solve complex problems and build big ideas. And we don’t stop.
• We believe in the ability of technology to make the world a better place.
• We’re driven to rip through conformity and create new solutions, and smarter habits.
• We know why we’re here: To unleash the potential of people through the power of technology.
• We are people multiplied by the power of tech and together we are changing the world.  

CONTEXT | THE ROLE 

As a Senior Researcher, you will be responsible for planning, executing, and overseeing research initiatives to ensure they meet delivery and quality standards. Your primary focus will be to work on Script Journey and Store of the Future, ensuring that customer experiences bridge the gap between digital convenience and physical retail innovation.

You’ll collaborate with cross-functional teams, including product owners, developers, designers, and other stakeholders, to manage all aspects of the research lifecycle. This role requires excellent organisational skills, a deep understanding of research methodologies, and the ability to anticipate and resolve data gaps to keep projects on track.

ROLE RESPONSIBILITIES | THE WHAT & THE HOW

THE ESSENTIALS

Research Planning and Execution:

• Develop and implement comprehensive research plans, defining research scope, goals, timelines, and deliverables.
• Monitor and track research progress, identifying and resolving potential issues to ensure timely and successful project completion.
• Specifically plan research sprints that investigate the "Script Journey" (user flows for prescriptions/pharmacy) and "Store of the Future" concepts.

Budget Management:

• Collaborate with the finance team and Product Director to manage budgets (including participant incentives and tooling).
• Ensure efficient use of resources and adherence to financial constraints.

Team Collaboration:

• Work closely with cross-functional teams, including developers, designers, and quality assurance, to ensure effective collaboration and communication.
• Foster a positive and collaborative team environment, promoting open communication and knowledge sharing regarding user needs.

Stakeholder Management and Communication:

• Serve as the primary point of contact for clients, understanding their requirements, expectations, and feedback.
• Provide regular research updates to clients, addressing any concerns and maintaining a strong client relationship.
• Ensure that the research scope is clearly understood and documented and that stakeholders are aligned with the delivery expectations.
• Communicate the Platform45 Way of Work that the team has adopted and ensure that stakeholders are informed if there are any changes.
• Make sure that communication with stakeholders and clients is consistent and keeps any regulatory requirements such as POPIA or GDPR in mind, especially regarding sensitive user data in the Script/Pharmacy space.
• Identify opportunities for future product growth with the relevant client.

Resource Management:

• Manage resources effectively to ensure optimal team performance and project delivery.
• Identify and address any resource gaps or constraints, working closely with relevant stakeholders.

Research Reporting:

• Ensure that a standardised research report/playback is published every week and distributed to relevant stakeholders, including the customer.
• Keep the client informed of project progress by sharing weekly reports and attending regular updates and alignment meetings with them.
• Ensure that the Project Director and Head of Operations and Delivery are kept up to date with any information impacting the delivery of the project as agreed.

Risk Management:

• Proactively identify potential risks and issues, developing mitigation plans to minimize project disruptions.
• Implement effective risk management strategies to ensure project success.

Quality Assurance:

• Ensure that research deliverables meet the highest quality standards and align with client expectations.
• Conduct thorough testing and quality assurance processes throughout the project lifecycle.

FINTECH, AND PRODUCT DEVELOPMENT EXPERIENCE:

• Proven experience managing projects within Fintech or technology-driven startup environments, where agility, innovation, and speed to market are critical.
• Demonstrated ability to lead product-focused initiatives — from ideation through to launch — with a deep understanding of how technology and user experience intersect in digital.
• Evidence of working in fast-paced, scaling organisations, balancing multiple priorities while maintaining delivery excellence.
• Experience collaborating with product owners, UX/UI teams, and technical leads to align business objectives with product strategy and customer needs.

REQUIREMENTS

• Bachelor’s degree in Psychology, Human-Computer Interaction (HCI), Anthropology, Social Sciences, or a related field (or equivalent experience).
• Relevant certifications in UX Research, Design Thinking, or Agile methodologies.
• 7+ years of experience managing research or software development projects, with a focus on large-scale or complex initiatives.
• Advanced knowledge of research and project management tools, such as Jira, Trello, Dovetail, Figma, and collaboration platforms.
• Proven expertise in Agile (Scrum, Kanban) and traditional project management methodologies.
• Exceptional leadership, organizational, and communication skills, with the ability to inspire and guide cross-functional teams.
• Strong problem-solving skills, including experience with risk assessment and mitigation strategies.
• Strong data analysis and reporting skills to evaluate project performance and inform strategic decisions.