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 Insights team at Square. In this position, you will connect Square with the sellers (business owners and their staff) and buyers (consumers) we serve—learning from their context and needs to ensure our products and services are meaningful, intuitive, and delightful.

You Will:

  • Provide thought leadership in understanding research intent and defining research methodology.

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

  • Effectively turn insights into actionable recommendations.

  • Advocate the customer perspective across Square to influence product decisions and drive awareness of broader challenges and struggles.

  • Report to Square’s Insights Lead.

Qualifications

We cannot emphasize enough the importance of having empathy for our customers, not just as users of our products but as humans and business owners.  As a member of the Insights team, you should be comfortable with ambiguity and open to divergent perspectives, but not lose sight of the bigger picture of empowering our customers. We are a small, growing team. You must be a team player but also be comfortable working independently.

More specific qualifications we’re looking for:

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

  • A track record of successfully managing research engagements impacting all aspects of business and product development —from exploratory research to usability studies

  • Ideally, you have both hardware and software research experience

  • The ability to multi-task and problem solve in a fast-paced collaborative work environment

  • Communication and presentation skills:

    • Ability to translate research data and insights into clear frameworks and actionable recommendations

    • Comfortable sharing findings in front of large audiences of key stakeholders

    • Strong storytelling, data visualization, and presentation skills

  • Qualitative research skills:

    • Demonstrated ability in designing and leading qualitative research, including remote IDIs and field research

    • Proficiency in using a wide range of digital UI research and mobile ethnography tools

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

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

  • Quantitative research skills:

    • An appreciation for the value of hard data in supporting qualitative findings

    • Even better if you have experience designing surveys, establishing usability metrics, and analysis of the data

Along with your resume, we’d love to hear about recent projects you’ve worked on. We’ll leave it up to you on what format you’d like to share it in!

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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