Customer Insights Researcher

  • Full-time

Company Description

We believe everyone should be able to participate and thrive in the economy. So we’re building tools that make commerce easier and more accessible to all. We started with a little white credit card reader but haven’t stopped there. Our new reader helps our sellers accept chip cards and NFC payments, and our Cash app lets people pay each other back instantly. We’re empowering the independent electrician to send invoices, setting up the favorite food truck with a delivery option, helping the ice cream shop pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. Let’s shorten the distance between having an idea and making a living from it. We’re here to help sellers of all sizes start, run, and grow their business—and helping them grow their business is good business for everyone.

Job Description

We are looking for a talented, passionate, and self-motivated researcher to join our team at Square. In this position, you will connect Square with the sellers and buyers we serve—learning from their context and needs. This ensures our products and services are useful, innovative, and delightful.

A successful candidate will have empathy and interest in people, with rigor and experience in a variety of qualitative and quantitative research methods.

You Will:

  • Spend 30-40% of your time on quantitative and 60-70% of your time on qualitative research projects

  • Design and execute qualitative research projects to support marketing, product, and cross-functional teams on a wide variety of domains, including customer needs, segmentation, product design, and customer communications

  • Design and execute in-house surveys and manage external partners on larger quantitative-driven projects

  • Effectively turn insights into actionable recommendations

  • Advocate the customer perspective across Square

  • Report to Square’s Insights Team Lead

Qualifications

You Have:

  • Minimum Bachelor’s degree

  • Minimum of 5-7 years of experience leading research projects in a professional environment, preferably in a technology company or research consulting firm

  • Experience managing and collaborating with external research vendors

  • Relevant experience in conducting a variety of research impacting all aspects of business and product development —from exploratory research to market research to usability studies

  • A track record of successfully leading or co-leading both deep dive and ad hoc research

  • The ability to multi-task in a fast-paced work environment

  • A positive attitude when collaborating with others and ability to stand up for your work

  • Communication and presentation skills:

    • Translating research data and findings into actionable insights

    • Strong storytelling, data visualization, and presentation skills

  • Research skills:

    • Demonstrated ability in designing and leading qualitative fieldwork

    • Familiarity with digital research tools

    • A willingness to get your hands dirty and personally recruit participants as needed

    • Expertise in analytical tools like SQL, Excel and/or other data manipulation tools

    • Value process and rigor but thrive on creative problem solving and hybrid research approaches

Additional Information

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

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