Crm jobs in United Kingdom

Job Title: CRM Executive - UX Research SpecialistCompany: WiseLocation: London, England, United KingdomJob Type: Full-timeCategory: Marketing Operations / Revenue Operations (with a strong UX Research focus)Date Posted: February 13, 2026Experience Level: Junior to Mid-Level (2+ years)Remote Status: On-site

• This role is a unique hybrid, sitting at the critical intersection of Customer Relationship Management (CRM) execution and User Experience (UX) research enablement, focusing on driving customer engagement and insight generation.
• The CRM Executive will be responsible for the end-to-end ownership of research-focused communication campaigns, from initial proposal to final deployment and analysis.
• A key aspect of this role involves developing sophisticated audience segmentation strategies and automating communication workflows to ensure relevant feedback is gathered efficiently and contact frequency is managed.
• This position demands strong analytical capabilities to dissect campaign performance, identify drivers of success or failure, and translate these findings into actionable recommendations for optimizing customer communication and research recruitment strategies.

📝 Enhancement Note: The "CRM Executive - UX Research Specialist" title and description indicate a specialized role that bridges MarOps/RevOps CRM capabilities with the needs of a UX Research team. This is not a standard CRM marketing role; it requires a deep understanding of research methodologies and how to effectively engage customers for feedback. The emphasis on "end-to-end execution," "audience strategy," and "automating tracking" points towards a Revenue Operations or Marketing Operations function that supports product and research initiatives.

• Own the complete lifecycle of research communication campaigns, including conceptualization, build, segmentation, deployment, and performance analysis, primarily utilizing the Braze platform.
• Develop and implement precise data segments and complex audience strategies to ensure feedback is solicited from the most relevant customer groups, while meticulously managing communication frequency and opt-out rates.
• Design and deploy automated, "always-on" surveys and communication flows to continuously track customer sentiment, gather insights, and reduce ad-hoc research requests, thereby improving operational efficiency.
• Establish and maintain a centralized research library, acting as a key point of contact for past research findings, and facilitating seamless knowledge transfer to product and research teams to prevent information silos.
• Proactively identify strategic research opportunities and gaps across various teams, consolidating scattered needs and recommending new areas where customer feedback is crucial but currently unaddressed.
• Collaborate closely with the Insights team to amplify and showcase valuable research findings from across Wise on a monthly basis, ensuring key learnings are communicated effectively to the wider business.
• Serve as a strategic advisor to Research and Product teams, providing expert guidance on optimal communication channels, timing, messaging, and recruitment strategies to maximize customer response rates and data quality.
• Monitor, analyze, and report on campaign performance metrics, including conversion rates for survey completion and interview bookings, using data to propose strategic adjustments to recruitment processes and communication tactics.

📝 Enhancement Note: The responsibilities listed extend beyond standard CRM execution. The emphasis on "owning the creation, build, and deployment of research campaigns," "audience strategy & segmentation," and "automating & optimising" highlights a strong operational focus. The proactive identification of research needs and acting as a "Stakeholder Advisory" role suggests a high degree of strategic input and partnership.

Education:

• Bachelor's degree in Marketing, Communications, Psychology, Human-Computer Interaction, Business, or a related field, or equivalent practical experience.

Experience:

• 2+ years of experience in a CRM marketing, marketing automation, or operations role with a strong focus on customer communication execution.
• Demonstrated experience in managing UX research campaigns, including quantitative (surveys) and qualitative (interviews) outreach methods.

Required Skills:

• CRM Platform Proficiency: Hands-on experience with enterprise-level CRM or marketing automation platforms. Experience with Braze is highly desirable; proficiency with similar platforms (e.g., Salesforce Marketing Cloud, HubSpot, Braze, Iterable) is a strong plus.
• Audience Segmentation: Proven ability to define, build, and manage complex customer segments based on behavioral, demographic, and transactional data for targeted outreach.
• Campaign Management: End-to-end experience in planning, building, testing, deploying, and analyzing marketing or research communication campaigns.
• Analytical & Reporting Skills: Strong capability to analyze campaign performance data, interpret trends, identify root causes for success or failure, and present actionable insights to stakeholders.
• Basic Technical Skills: Familiarity with CRM basics such as deliverability standards, and possess basic HTML/CSS knowledge for template customization.

Preferred Skills:

• UX Research Acumen: Understanding of UX research principles, methodologies, and the specific needs of UX Researchers and Product Managers.
• Data Analysis Tools: Experience with data analysis and visualization tools (e.g., SQL, Tableau, Power BI, Looker) for deeper campaign analysis.
• Process Improvement: A proactive approach to identifying inefficiencies and implementing automated solutions or process optimizations.
• Knowledge Management: Experience in building or maintaining knowledge bases or documentation systems.

📝 Enhancement Note: The requirement for "junior-mid level experience (2+ years)" combined with the specific responsibilities suggests a role that requires both execution capability and strategic thinking, typical of a specialist or analyst role within a Revenue Operations or Marketing Operations team. The emphasis on Braze is a critical technical requirement.

• Campaign Execution Examples: Showcase at least two distinct CRM campaign examples, detailing the objective, target audience, messaging, execution channel, and measurable outcomes. Specifically highlight campaigns used for customer feedback or research recruitment.
• Audience Segmentation Strategy: Provide a case study demonstrating how you identified a specific customer segment, defined criteria, and built a segment for a targeted communication or research initiative, including the rationale behind the segmentation.
• Automation Workflow Design: Include an example of an automated communication workflow you designed or optimized (e.g., for onboarding, feedback loops, or re-engagement), detailing the triggers, logic, and expected impact on efficiency or customer experience.
• Performance Analysis & Insights: Present a report or dashboard mockup that illustrates how you track and analyze campaign performance, highlighting key metrics and how you derive actionable insights from the data.

Process Documentation:

• Research Proposal to Campaign Workflow: Document the end-to-end process from receiving a research request to deploying the communication campaign, including quality assurance steps and stakeholder sign-offs.
• Automated Insight Gathering Process: Outline a proposed or implemented process for an "always-on" feedback mechanism, detailing data capture, segmentation, and reporting.
• Research Library Management Process: Describe a system or process for cataloging, updating, and sharing research findings to ensure accessibility and prevent knowledge silos.

📝 Enhancement Note: For a role bridging CRM and UX Research, a portfolio demonstrating practical application of CRM skills in a research context is crucial. This includes showing how to translate research goals into actionable CRM campaigns and how to measure their effectiveness.

Salary Range: £34,000 - £40,000 per year

• Comprehensive Health Coverage: Access to private medical insurance and wellness programs to support employee health and well-being.
• Generous Paid Time Off: Ample vacation, sick leave, and public holiday allowances to ensure work-life balance.
• Pension Scheme: A competitive company-matched pension plan to support long-term financial security.
• Professional Development: Opportunities for continued learning, training, and career advancement, including access to relevant courses and conferences.
• Stock Options/RSUs: Potential for equity participation, aligning employee success with company growth.
• Flexible Working: While this role is on-site, Wise often offers flexibility in working hours where operationally feasible.
• Global Commuter Benefits: Support for travel to and from the office, potentially including cycle-to-work schemes or public transport subsidies.

Working Hours: 40 hours per week (standard full-time)

📝 Enhancement Note: The salary range provided is for London, UK, and reflects junior to mid-level roles within the tech industry, considering the specific responsibilities and the company's profile. The benefits listed are typical for a global tech company like Wise, emphasizing employee well-being and professional growth.

Industry: FinTech / Financial Services TechnologyCompany Size: Large (1,000 - 5,000 employees)Founded: 2011Wise is a global technology company focused on building the best way to move and manage money internationally, driven by a mission to provide low fees and maximum ease for its users. The company emphasizes speed, transparency, and customer-centricity.

Team Structure:

• The CRM Executive will likely be part of a broader Marketing Operations or Growth Operations team, with a strong dotted-line reporting relationship or close collaboration with the dedicated UX Research team.
• The reporting structure would typically involve a CRM Lead, Marketing Operations Manager, or Head of Growth Operations overseeing CRM strategy and execution.
• Cross-functional collaboration is a cornerstone of Wise's culture, meaning this role will work extensively with UX Researchers, Product Managers, Data Analysts, Copywriters, and potentially Engineering teams.

Methodology:

• Wise operates with a data-driven approach, emphasizing hypothesis testing, A/B experimentation, and continuous iteration based on performance metrics and customer feedback.
• Workflow planning and optimization are key, with a focus on building scalable processes that can support a global user base.
• Automation and efficiency practices are paramount to managing operational costs and delivering a seamless customer experience.

📝 Enhancement Note: Wise's reputation as a fast-growing, global FinTech company suggests a dynamic, results-oriented, and collaborative work environment. The emphasis on "people building money without borders" highlights a commitment to diversity and inclusion.

Operations Career Level: This role represents a specialized "Executive" or "Specialist" level within the operations function. It requires foundational CRM skills combined with a specific aptitude for supporting research initiatives, indicating a step beyond entry-level CRM tasks into a more strategic support function.

Reporting Structure: The individual will report to a manager within the CRM, Marketing Operations, or Growth team, with a very close working relationship and potential informal reporting line to leads within the UX Research team. This dual focus ensures alignment with both operational execution and research objectives.

Operations Impact: This role directly impacts Wise's ability to gather critical customer insights, which in turn informs product development, improves customer experience, drives account usage, and builds customer confidence. By facilitating effective research communication, the role contributes indirectly to revenue growth through enhanced product-market fit and customer retention.

• Deepen UX Research Alignment: Progress into a more senior role focused on research operations or customer insights enablement, potentially managing research outreach programs.
• Specialize in CRM/Marketing Automation: Develop advanced skills in Braze or other platforms, moving into a Senior CRM Executive or Marketing Automation Specialist role.
• Transition to Product or UX: Leverage deep customer understanding and research exposure to move into roles within Product Management or UX Design.
• Analytics & Strategy: Grow into a role focusing more on the strategic analysis of customer feedback and its impact on business objectives.

📝 Enhancement Note: The "Executive" title suggests a role with significant ownership, but the "junior-mid level" experience points to a growth trajectory within the company. The unique nature of the role offers diverse paths for specialization or broader career development.

Office Type: Modern office space designed for collaboration and focused work.Office Location(s): Worship Square, 65 Clifton Street, London, EC2A 4JE, United Kingdom. This central London location offers good transport links and access to amenities.

Workspace Context:

• The workspace is likely to be open-plan or feature collaborative zones, encouraging interaction among team members.
• Access to up-to-date technology and tools, including high-performance workstations and relevant software licenses (Braze, CRM, analytics tools).
• Opportunities for informal and formal collaboration with peers from CRM, Marketing, UX Research, and Product teams, fostering a dynamic learning environment.

Work Schedule: The standard 40-hour week is expected, with potential for some flexibility in daily start/end times, provided operational needs and team collaboration are maintained. The on-site nature of the role suggests a structured work week within the office.

📝 Enhancement Note: Being an on-site role in a major city like London implies a professional office environment with opportunities for direct team interaction and mentorship, crucial for a junior-to-mid level specialist.

Interview Process:

• Initial Screening: A brief call with a recruiter to assess basic qualifications, salary expectations, and cultural fit.
• Hiring Manager Interview: A more in-depth conversation with the hiring manager to discuss experience, responsibilities, and specific skills related to CRM and UX research support.
• Skills Assessment/Case Study: A practical exercise where candidates might be asked to design a customer segmentation, outline a campaign strategy, or analyze sample data related to research recruitment. This is where portfolio examples will be highly valuable.
• Team/Cross-Functional Interviews: Meetings with potential colleagues from UX Research, Product, or other CRM team members to evaluate collaboration style and functional expertise.
• Final Round: Potentially a discussion with a senior leader or a final Q&A session.
• Focus on Impact: For each portfolio piece, clearly articulate the objective, your specific contribution, the methodology used, and the measurable business impact or outcome. Quantify results whenever possible (e.g., increased response rate by X%, successfully recruited Y participants).
• Structure Case Studies: For campaign examples, use a clear structure: Situation, Task, Action, Result (STAR method). For automation, detail the problem, the solution (workflow logic), and the benefits achieved.
• Highlight Research Relevance: Emphasize how your CRM skills directly supported research goals, such as improving participant recruitment, increasing survey completion rates, or segmenting users for specific research studies.
• Showcase Analytical Skills: Include examples of how you analyzed campaign data to derive insights and made data-driven recommendations. If possible, show any reporting dashboards or analysis summaries.
• Prepare to Discuss Process: Be ready to walk through your processes for campaign building, segmentation, QA, and reporting, demonstrating your understanding of operational rigor.
• Segmentation Exercise: Practice creating customer segments for specific research scenarios (e.g., users who recently completed a transaction, users who have contacted support, users in a specific product tier).
• Campaign Strategy Outline: Be prepared to outline the steps for a hypothetical research campaign, including audience definition, messaging approach, timing, and key performance indicators (KPIs).
• Problem-Solving: Anticipate questions about challenges in CRM execution or research recruitment and how you would address them, drawing on your experience and problem-solving skills.
• Tool Proficiency: Be ready to discuss your experience with Braze or similar platforms, highlighting specific features you've used for segmentation, automation, and reporting.

📝 Enhancement Note: The integration of UX Research means interviewers will be looking for more than just CRM execution skills. They'll assess your ability to understand research needs and translate them into effective communication strategies. A well-curated portfolio is essential for demonstrating this capability.

Primary Tools:

• Braze: The core platform for campaign execution, audience segmentation, and automation. Proficiency or direct experience is highly desirable.
• CRM/Marketing Automation Platform (General): Experience with other enterprise-grade platforms such as Salesforce Marketing Cloud, HubSpot, Iterable, or similar is valuable.
• Data Analysis/Business Intelligence Tools: Familiarity with tools like SQL, Tableau, Looker, or Power BI for data extraction and reporting.
• Project Management Software: Tools like Jira, Asana, or Trello for managing campaign requests and workflows.

Analytics & Reporting:

• Braze Analytics: For in-platform campaign performance tracking.
• BI Tools (as above): For deeper analysis, cross-channel attribution, and custom reporting.
• Spreadsheet Software: Microsoft Excel or Google Sheets for data manipulation and reporting.

CRM & Automation:

• Customer Data Platform (CDP) - potential integration: While not explicitly mentioned, Wise may use a CDP to consolidate customer data, which would feed into Braze segmentation.
• Internal Databases/Data Warehouses: Access to and understanding of how to query customer data.

📝 Enhancement Note: Braze is explicitly mentioned as a core tool. Candidates should highlight any experience with this platform, or transferable skills from similar enterprise marketing automation and customer engagement platforms.

Operations Values:

• Customer-First: Prioritizing the customer experience in all communication and data gathering efforts, understanding that feedback is a privilege.
• Data-Driven Decision Making: Relying on analytics and insights to inform strategies, optimize campaigns, and measure impact.
• Efficiency & Automation: Continuously seeking ways to streamline processes, reduce manual effort, and scale operations effectively.
• Collaboration & Transparency: Working closely with cross-functional teams, sharing knowledge openly, and fostering a supportive team environment.
• Ownership & Accountability: Taking full responsibility for campaign delivery, performance, and continuous improvement.
• Cross-functional Integration: Actively partnering with UX Researchers and Product Managers to understand their needs and translate them into actionable CRM strategies.
• Feedback Exchange: Open to constructive feedback on campaign designs, audience strategies, and performance analysis, using it to refine approaches.
• Knowledge Sharing: Proactively sharing insights, best practices, and learnings from campaign performance to benefit the wider team and organization.
• Agile & Iterative: Embracing a mindset of continuous improvement, testing new approaches, and adapting quickly to changing priorities or customer needs.

📝 Enhancement Note: Wise's stated values of "people building money without borders — without judgement or prejudice" and focus on diversity, equity, and inclusion are critical cultural pillars that candidates should align with.

• Balancing Research Needs with Customer Fatigue: Ensuring that frequent requests for feedback do not lead to customer burnout, requiring careful segmentation and communication frequency management.
• Translating Research Goals to CRM Execution: Effectively bridging the gap between qualitative research objectives and the quantitative segmentation and messaging capabilities of a CRM platform.
• Data Silos & Knowledge Management: Overcoming the challenge of fragmented research data and ensuring insights are accessible and actionable across different teams.
• Measuring Impact of Communication on Research Quality: Developing metrics and reporting to demonstrate how communication strategies influence the quality and quantity of research participation.
• Advanced CRM & Automation Skills: Deepening expertise in Braze and other marketing automation tools.
• UX Research Methodologies: Gaining a stronger understanding of qualitative and quantitative research techniques.
• Data Analysis & Insights: Developing skills in SQL, BI tools, and statistical analysis to derive more profound customer insights.
• Stakeholder Management: Enhancing abilities to consult, advise, and influence cross-functional teams.
• Operations Strategy: Contributing to the strategic direction of how Wise engages with customers for feedback and insights.

📝 Enhancement Note: The challenges are inherent to a role that bridges two distinct functions. Successful candidates will demonstrate proactive problem-solving and a commitment to continuous learning.

Strategy Questions:

• "How would you approach building an audience segment for a beta test of a new feature targeted at high-value customers who have recently used our international transfer service?"
• "Describe a time you had to manage conflicting priorities between different stakeholders for a CRM campaign. How did you resolve it?"
• "Imagine a research campaign received a significantly lower response rate than expected. What steps would you take to diagnose the issue and propose solutions?"
• "How do you ensure that customer communication for research purposes is respectful of their time and avoids 'asking fatigue'?"

Company & Culture Questions:

• "What do you know about Wise's mission and values, and how do you see them reflected in communication strategies?"
• "How would you contribute to Wise's commitment to diversity and inclusion in your role?"
• "Describe your ideal working relationship with UX Researchers and Product Managers."
• "How do you stay updated on best practices in CRM and customer engagement?"
• Tell a Story: For each portfolio piece, frame it as a problem, your solution, and the impact. Use the STAR method (Situation, Task, Action, Result).
• Quantify Everything Possible: Use data to demonstrate the success of your campaigns. If exact numbers aren't available, use percentages or clearly state the qualitative impact.
• Focus on the "Why": Explain the strategic thinking behind your segmentation, messaging, and automation choices. Why did you choose that audience? Why that message?
• Demonstrate Collaboration: Highlight instances where you worked effectively with other teams (e.g., Research, Product) to achieve campaign goals.
• Be Prepared for Deep Dives: Anticipate questions about the technical aspects of your work, the tools you used, and the specific challenges you faced.

📝 Enhancement Note: Practice articulating your experience using the STAR method and be ready to discuss specific campaigns and their outcomes. Emphasize how your work directly supported research objectives and contributed to business goals.

To apply for this operations position:

• Submit your application through the Wise careers portal via the provided link.
• Tailor Your Resume: Highlight CRM experience, proficiency with Braze (or similar platforms), experience with segmentation, campaign execution, and any exposure to UX research or data analysis. Use keywords from the job description.
• Prepare Your Portfolio: Curate 2-3 strong examples of CRM campaigns, audience segmentation strategies, or automation workflows that best demonstrate your capabilities relevant to this role. Focus on research-related initiatives if possible.
• Research Wise: Familiarize yourself with Wise's mission, values, products, and recent news. Understand their customer-centric approach and focus on international money transfer.
• Practice Interview Questions: Prepare answers to common CRM, operations, and behavioral questions, and practice presenting your portfolio effectively.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Candidates need junior-to-mid level experience (2+ years) in a CRM role, with familiarity in handling UX research campaigns (both quantitative and qualitative outreach). Strong analytical skills, basic HTML/CSS knowledge, and critical thinking abilities are essential for success in this cross-functional position.