Senior UX Research Lead (Mixed Method)

  • San Francisco, CA, USA
  • Employees can work remotely
  • Full-time

Company Description

It all started with an idea at Square in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic app, bringing a better way to send, spend, invest, and save to our millions of monthly active users. We want to make the world’s relationship with money more relatable, instantly available, and universally accessible. This is our mission, and it’s why working at Cash App means so much more than a job.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward creativity, collaboration and impact. We’ve been a distributed team since day one, and we’ve got offices and remote teammates across the globe. Our offices are great, but many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy. 

Check out our locations, benefits, and more at cash.app/careers to learn more!

Job Description

At Cash App, UX Researchers work closely with cross-functional partners to build world-class, end-to-end features that solve many of the world’s most important and interesting financial problems for millions of customers. We employ a variety of qualitative and quantitative methods to accomplish our goals, including surveys, focus groups, field studies, usability tests, and 1:1 interviews. The UX Research team is at the frontier of shaping new and innovative solutions across categories like personal finance, commerce, crypto, community and culture.

At Cash App, over 40 million customers send and receive money from friends, family and businesses in their communities each month. As our network has scaled, we're looking for leaders to join our Community product team and build new ways for individuals and groups to form meaningful financial relationships. These connections build the network effects at the heart of our product, strategy and business. Our team is responsible for Cash App's core P2P (peer-to-peer) network and new product areas designed to grow our network by making money instant and relatable.

You will: 

  • Lead and execute mixed methods research to drive deep understanding around communities and networks

  • Work across teams to drive community insights into other verticals 

  • Develop foundational understanding of user behavior across the app to support frameworks that will help users build meaningful financial relationships

  • Effectively communicate research insights and findings to internal teams, leading with data-driven analysis and business relevant synthesis, via research reports and presentations

  • Advocate customer needs through storytelling, including writing, visual, and verbal communication that helps other teams build empathy for our customers

Collaborate with teammates in Design, Product Management, Data Science, PMM, Customer Operations, Voice-of-the-Customer, Marketing, and Engineering to build in research at appropriate times to inform the product design cycle

Qualifications

  • 12+ years industry experience. This might include design research, UX research, market research, and others

  • Expertise related to research design and applied statistics including sampling approaches, experiments, causal or predictive modeling, and data mining  

  • Knowledge and applied experience with designing analytical models, machine learning solutions and mining large datasets

  • Familiar with a wide range of qualitative research methodologies such as one-on-one interviews, ethnographic field research, usability testing (lab and remote), heuristic evaluations, card sorting.  

  • Demonstrated experience planning and executing UX research studies independently

  • Experience managing 3rd party vendors and agencies for recruiting, moderation, or end to end research support, when required

  • Experience in managing complex stakeholders and driving work to completion

  • Ability to travel on a semi-regular basis to garner face-time with a distributed team

  • Previous experience working on projects that build trust with customers or tackle sensitive subject matter

Additional Information

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, veteran status, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page

Additionally, we consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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