UX Researcher

  • San Francisco, CA
  • Full-time
  • Alternate Location: New York, United States
  • Position open to remote: Yes

Company Description

Square builds common business tools in unconventional ways so more people can start, run, and grow their businesses. When Square started, it was difficult and expensive (or just plain impossible) for some businesses to take credit cards. Square made credit card payments possible for all by turning a mobile phone into a credit card reader. Since then Square has been building an entire business toolkit of both hardware and software products including Square Capital, Square Terminal, Square Payroll, and more. We’re working to find new and better ways to help businesses succeed on their own terms—and we’re looking for people like you to help shape tomorrow at Square.

Job Description

The Business Banking team is looking for a User Experience and Design Researcher to help guide and inspire our teams by uncovering meaningful human-centered insights to promote great design and new ideas for our products. We know we can’t improve our products without first understanding how our customers use them in the real-world, and that's where you come in. In particular, as Square expands its financial services offering for small businesses, we enter uncharted territory for Square and acknowledge the importance of investing in research to deepen our understanding of how our customers interact in this space. Your work is necessary to uncovering the needs of our marketplace (Buyers & Sellers) and creating solutions that meet those needs. In short, we want to double down on innovation, and we need the power of research and insights to do it. You will have empathy and interest in people, with thoughtfulness and experience in multiple qualitative and quantitative research methods.


You will:

  • Work with design and product to identify research needs from small to large initiatives and help the team ask the right questions and frame research goals
  • Design and execute qualitative and quantitative research projects to support a cross-functional team on several domains, including customer needs, product design, segmentation, and customer communications
  • Employ different qualitative and quantitative research methods (e.g., contextual inquiry, participatory design, usability testing, concept testing, diary studies, surveys, benchmarking studies, A/B test design, behavioral data analysis) to obtain insights about our users’ behaviors and attitudes, and to communicate results and applicable recommendations to the product and design teams.
  • Help determine success and ways to measure innovation track/vision experience ideas
  • Analyze and summarize research findings into actionable insights and communicate to important partners

You have:

  • 5+ years experience leading research projects in a professional environment
  • Relevant experience conducting a variety of research helping all aspects of business and product development —from exploratory research to market research surveys to usability studies
  • Experience managing research engagements in an industry or client-facing roles in the areas of segmentation, attitudes and ad hoc custom research
  • Familiarity with different qualitative research methods including usability, 1:1 interviews, concept testing, ethnographic-style fieldwork, group discussions, card sorting, workshops, remote studies, etc.
  • Experience visualizing complex workflows and communicating those to other teams.
  • Experience packaging insights into design tools and assets for the product managers and designers to use (e.g., personas, design principles, scenarios, frameworks)
  • Agile approach to adapting and improving on research practices to meet team needs under the tight timeframes of a growing company.
  • Focus on improving the product and user experience we ship in an iterative fashion with our primary team

Learn more about Design at Square. 

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. 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.


At Square, we want you to be well and thrive. Our global benefits package includes:
  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Flexible time off
  • Learning and Development resources