Sr. User Experience Researcher

  • San Francisco, CA
  • Full-time

Company Description

We believe the economy is better when everyone has access. When everyone has room to grow. No one should be left out because the cost is too great or the technology too complex. We started with a little white credit card reader but haven’t stopped there. 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. 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're looking for an experienced self-motivated researcher with managerial experience 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 servelearning 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, UX design, and product roadmap development.

  • Effectively turn insights into actionable recommendations.

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

  • Manage and coach junior researchers.

  • Report to Squares Insights Lead in San Francisco.

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 were looking for:

  • Minimum 7-8 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 multitask, prioritize, and think strategically in a fast-paced collaborative work environment

  • A management style that focuses on being a coach and being accountable for the quality of work your team produces

  • Communication and presentation skills:

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

    • Comfortable presenting 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, specifically remote IDIs and contextual inquiry

    • 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, wed love to hear about recent projects youve worked on. Well leave it up to you on what format youd like to share it in!

Additional Information

At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.