In this episode, Jennifer Lee, UX Research Lead at Wise, shares her experience being the company’s first qualitative researcher to scaling insights across the company.
Wise (formerly known as TransferWise) is a publicly-traded, London-based technology company founded in 2011. Wise is building the best way to move and manage money around the world, helping a community of over 10 million like-minded people and businesses.
Wise’s story is one of many shared in the upcoming User Tested and that will be featured in Season 4 of the Human Insights Podcast. The book was authored by podcast hosts Janelle Estes, UserTesting’s Chief Insights Officer, and Andy MacMillan, UserTesting’s CEO. The book is being released on February 15th, but you can pre-order it today here or on your favorite book seller’s website.
The book gives both individual contributors and executives an approachable, pragmatic playbook for stepping beyond standard business metrics and infusing real human insight into every business decision, design, and experience.
In her interview with, Jennifer tells Janelle and Andy about holding monthly UX Research 101 classes that anyone at Wise could join to learn about qualitative research. This began the democratization of the research function, as requests to get involved came from their HR/People Team, Engineering, Project Management, Marketing, Design, and more. 
In their interview, they go on to discuss: 

What role does the user experience play at Wise in securing and retaining customers?

How her team partners with the product organization to ensure they create and deliver an exceptional experience for Wise customers?

What metrics or KPIs does your team directly or indirectly influence?

How to build the case for customer listening?