VOC - Research Executive

Title: Manager/Sr. Manager - VOC Research

About Us: Paytm is India's leading digital payments and financial services company. Our platform offers a wide range of payment solutions to consumers and merchants, including utility payments, money transfers, and Paytm Payment Instruments (PPI) such as Paytm Wallet, Paytm UPI, and Paytm Payments Bank Net-Banking. We also provide merchant services, advertising, and a Mini app store. With a focus on growth and engagement, we leverage data science to drive sustainable success. We offer credit services sourced from financial partners to further support merchants.

About the Role:We are looking for a customer-centric and execution-oriented VOC Research Executive to support user research and voice-of-customer initiatives for Paytm Money. The role involves conducting qualitative and quantitative research, managing research operations, and generating actionable insights to improve user experience and business outcomes. ResponsibilitiesManage and maintain focus groups across different investor and trader cohorts for qualitative and quantitative research initiatives. Conduct research with internal and external users to derive actionable insights for business and product teams. Coordinate research operations including vendor payments, user incentive distribution, and participant management. Build detailed user personas across various cohorts such as scalpers, swing traders, and long-term investors. Develop and maintain a knowledge base capturing investor and trader behavior patterns on the platform. Support business and product teams with insights across acquisition, activation, retention, and reactivation journeys. Prepare research summaries, reports, and presentations with clear recommendations. Work closely with cross-functional stakeholders to ensure smooth execution of VOC initiatives.

Expectations/ Requirements: Minimum 2 years of Research and Analytics, with Stock Broking Industry experience. Strong communication and stakeholder management skills. Basic understanding of qualitative and quantitative research methodologies. Ability to interact confidently with users and gather structured insights. Strong organizational and operational management capabilities. Attention to detail and ability to manage multiple tasks simultaneously. Analytical thinking and ability to translate findings into actionable recommendations. Prior exposure to fintech, wealth-tech, research, or customer experience functions is preferred. Proficiency in Excel, PowerPoint, and research/documentation tools is preferred .

Education: Any Graduate

Why join us: We give immense opportunities to make a difference and have a great time doing that. You are challenged and encouraged here to do meaning work for yourself and customers/clients. We are successful, and our successes are rooted in our people's collective energy and unwavering focus on the customer, and that's how it will always be with over 500 million+ registered users, 35 million+ merchants, and a wealth of data in our ecosystem, we are uniquely positioned to democratize credit and shape India's largest digital lending and payments story.