Customer Researcher — Jobs-to-be-Done Interviews for Brand Positioning

Customer Researcher — Jobs-to-be-Done Interviews for Brand Positioning About us: We're a London based bathroom renovation and fitting company serving Hackney and the surrounding East/North London boroughs. We handle everything from single bathroom refurbishments to full wetroom and accessible installations, with project values typically ranging from £5k to £12k+. We're growing and want to sharpen how we talk about ourselves — so our website, ads, and sales conversations connect with what customers actually care about. What we need: We're looking for an experienced customer researcher to run 8–10 in-depth interviews with recent and prospective customers using the JobstobeDone (JTBD) framework. The goal is to understand the real motivations, anxieties, and "jobs" people are hiring for a bathroom renovation to do - so we can rebuild our brand positioning and messaging on genuine customer insight rather than guesswork. Scope of work You will be responsible for: - Discussion guide — Review and update current JTBD interview guide (timeline/switch interview style preferred), tailored to our business after a short kickoff call. - Interviews — Conduct 8-10 interviews (approx. 30–45 minutes each) by video or phone. We will supply the participant list and warm introductions; you handle scheduling and facilitation. - Recording & notes —Record (with consent) and produce clean transcripts or detailed notes. - Analysis — Identify the core jobs, push/pull forces, anxieties, decision triggers, and the language customers use in their own words. - Deliverable — A concise findings report (slides or document) covering: - Key jobs-to-be-done and customer segments/personas - The forces driving and blocking the decision to renovate and to choose a fitter - Verbatim customer language we can use in copy - 3–5 clear, actionable positioning and messaging recommendations - Readout — A 45–60 minute call to walk us through the findings and recommendations. What we'll provide: - A briefing on our business, services, and current positioning - A list of recent leads and prospective customers lists. The majority are cold but some are warm. - Any existing customer data, enquiry notes, or past feedback that's useful Required skills & experience: - Demonstrable experience running JTBD or indepth qualitative customer interviews (please share examples or a portfolio) - Strong interviewing and active listening skills — able to get past surface answers to underlying motivations - Ability to synthesise qualitative data into clear, usable insight and positioning recommendations - Excellent written and spoken English; comfortable speaking with UK consumers - Self-sufficient: can run the project end-to-end with light oversight. Essential: - Experience with home improvement, trades, construction, or other considered/highvalue consumer purchases - Background in brand strategy or positioning (not just research delivery) - Familiarity with UK/London consumer markets Timeline & engagement: - Estimated effort: 30–50 hours total across guide design, interviews, analysis, and reporting - Target completion: within 3–5 weeks of kickoff - Fully remote How to apply: Please include in your proposal: - A brief note on your relevant JTBD / qualitative research experience - At least one example of a past research project and the outcome it drove (a sanitised sample is fine) - Your proposed approach for this project - Your availability to start We'll shortlist a few candidates for a short intro call before deciding. Looking forward to hearing from you.