Charlie Gardner

she/her

Seasoned User Research Leader with over a decade of experience, including 2 years as Head of Research at Revolut. Expertise in building and scaling global research teams, driving customer-centric cultural transformations, and managing complex, large-scale projects to successful completion. Skilled in mentoring and developing talent, integrating research into product and design processes, and fostering team creativity and collaboration. Possess a strong entrepreneurial mindset, adept at identifying opportunities, solving intricate problems, and communicating impactful research insights.

Previous Work Experiences

  • May, 2025 - Present


    Led research for the Customer Support product squad, driving strategic insights to improve how millions of customers worldwide get help. Designed and executed global research initiatives across diverse markets, blending qualitative and quantitative methods to inform product direction. Partnered closely with product, design, engineering, and data teams to shape AI-driven solutions for contact automation, self-service, and agent tooling. Advocated for the voice of the customer across the organisation, ensuring research influenced decision-making at every stage of development.

  • May 2022 - May 2025

    Built and scaled the user research function from the ground up, embedding research across 15+ departments and multiple international markets. Hired and led a high-performing global team, supported by a network of 100+ research champions. Designed and implemented scalable research processes, integrating them into fast-paced product, marketing, and comms cycles. Partnered with executive leadership to translate complex user insights into strategic decisions. Led global initiatives to foster a user-centric culture, enhance cross-team collaboration, and drive organisational change. Continuously evolved methodologies and frameworks to ensure all major decisions were grounded in actionable, data-driven insights.

  • May 2021 - May 2022

    Led the development of the research function during the company’s transition from start-up to scale-up. Built and grew the research team, establishing a scalable research model to support rapid growth. Defined and executed the strategy and roadmap for research across both digital products and physical customer experiences, ensuring insights directly informed product, service, and operational decisions.

  • July 2015 - May 2022

    Led user research across BBC Children’s, BBC News, and BBC Sport, delivering insights to shape high-impact digital products. Head of Research for BBC Own It, an app created in partnership with The Duke of Cambridge to address cyberbullying and support children’s mental health. Managed, coached, and mentored junior and mid-weight user researchers and designers, fostering skill growth and best practice adoption across the organisation.

Quick Facts

  • Have led research in 15+ countries

  • Obsessed with how AI can make experiences more human

  • Can talk about padel for hours (and probably will)

  • Coffee > tea (but will politely drink tea if offered)

  • My dog, Jarvis, can always be heard snoring on calls