Staff User Researcher - Mitigation Platform

We're looking for a Staff Researcher to join the Mitigation Platform team in London and help advance Wise’s mission to build an open, fair financial system for everyone, everywhere. At Wise, our mission is clear: money without borders. We build for people and businesses living global lives, and we are entering an exciting stage of that journey. As Wise scales, the systems we build internally need to scale with us. The Mitigation Platform team is building the foundational platform that teams across Wise will use to design, launch, and improve mitigation experiences. This role will ensure that platform is grounded in real team needs, adaptable across regions, and capable of enabling faster, more consistent, higher-quality work across Wise. Your mission: We're looking for a Staff Researcher to join our Mitigation Platform Squad. You'll help build the foundational platform that teams across Wise use to design, launch, and improve mitigation experiences at scale. You'll be working with cross-functional partners and dig into the needs and behaviours of internal teams and agents to uncover what's truly common across mitigation workflows, what needs to stay team-specific, and where platform-level solutions can create the most leverage. For this role in particular, the emphasis will be on shaping broader platform questions: how teams should escalate cases across departments, how much flexibility the platform should offer, what a strong default handling experience looks like, how AI and LLM-powered solutions should fit into agent workflows, and where Wise can cut duplicated effort across teams. This is a Staff-level role for someone who thrives in ambiguity and sets research direction rather than waits for it — you'll define the questions worth answering in a vast problem space, choose the right methods to answer them, and translate what you learn about complex operational systems into product strategy the platform team can act on. You'll connect fragmented knowledge across teams into a coherent picture no single team can see, and use it to influence decisions well beyond your immediate squad. You'll also join a thriving community of 20+ researchers in London. While embedded in teams and squads across the company, they come together regularly to learn from and support one another. As a Staff Researcher, you'll contribute by: Setting priorities and research direction - proactively prioritise your work, understanding how the work connects to squad and business goals. Demonstrating strong craft and capabilities - lead by example when it comes to complex evaluative and generative research, and raise the bar for quality and rigour when non-researchers on your squad take it on themselves. Articulating now, next, and future - balance the long-term platform vision with what the team needs to learn next quarter, formulating and adapting research plans as the space takes shape. Driving impact through your work - leverage your research insights to actively shape what our product looks like today and where it should be headed in the future. Influencing senior leaders - skilfully negotiate with teams, squads and senior leaders across the organisation to drive user-centred decision making. Leading with guts - set ambitious goals and hold yourself to them, while championing quality, our users, and a human-centered approach to product development Bringing judgment to AI - leverage AI to accelerate research delivery where it genuinely helps, and bring that same judgment to the product itself: shaping how AI and LLM-powered workflows should serve agents A bit about you… Research excellence: Strong judgment and systems thinking: matching research approach to the level of ambiguity, from greenfield generative exploration to focused evaluative studies, and seeing patterns across teams that others miss. Skilled at building decision confidence through well-designed studies and clear evidence, delivered in bite-sized insights teams can act on immediately. Prov