Senior UX Researcher, Square Banking

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

Company Description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.

To solve this problem, we expanded into software and built integrated solutions to help sellers sell online, manage inventory, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

Job Description

We are looking for experienced UX Researchers to join Square's growing Banking Team. 

We know we can only build remarkable products if we have empathy for our customers' lives first and that's where you'll come in. You'll help connect Square with the sellers we serve—learning from their unique stories and challenges as small business owners to ensure our products are relevant, useful, and delightful.

As a senior researcher on Square's Banking team, you'll lead research work on one of the core Square products that help sellers thrive in their businesses. Our products include Square Banking which offers business savings, checking, credit, and loans to our sellers. You'll report to the User Research Lead at Banking and be a part of a community of researchers where you can grow in your craft. You may work from anywhere in the US or Canada. 

We're aiming to build a research team that mirrors the inclusivity of our Square seller community. We encourage candidates from all different backgrounds and all over the United States and Canada - from big cities to small towns - to apply. We also welcome you to share any personal life experiences that power your empathy for our sellers and desire for this role.

Qualifications

  • 3+ years of experience leading impactful user research, ideally with/at innovative consumer, fintech, financial, mobile or digital companies.
  • Empathy, knowledge and a deep desire to improve the lives of business owners.

  • Successful collaborator with a track record of using research to influence decisions with Product Managers, Designers, Data Analysts, Marketers and more.

  • Agile approach to building research roadmaps that deliver on wide-ranging team needs under tight timeframes.

  • Experience designing and leading qualitative fieldwork using a range of techniques (e.g. 1:1 interviews, concept testing, usability testing, ethnographies, focus groups and co-creation workshops)

  • Experience conducting survey research end-to-end including questionnaire development, programming, sample management, data analysis and reporting.

  • Project management skills, including planning logistics, coordinating activities with multiple team members and flexibly adapting to changes. A willingness to get hands-on and personally recruit participants.

  • Simple and clear style of communicating findings.

  • Experience conducting research remotely across multiple markets.

  • Expertise in conducting different types of research, including exploratory research, segmentation studies, value proposition, customer satisfaction, new product/feature testing, pricing and more.

Responsibilities

You'll be embedded into a collaborative team of Product Managers, Designers, Data Analysts and Marketers as the “voice of our sellers”, focused on creating remarkable seller experiences in one of our product areas. You'll guide and inspire your team by delivering research that uncovers meaningful insights. You'll know you're successful when you've influenced strategic decisions that alleviate our seller's biggest pain points. Specifically, you'll:

  • Create your team's research roadmap. You'll work with team members to identify, prioritize and scope research needs from small to large. You'll zoom in on where and how you can create the most impact.

  • Design and execute research projects, choosing the right mix of quant/qual methods to answer complex questions. You'll bring your team members into your research process to grow their understanding of our sellers and the problems we're trying to solve.

  • Provide guidance and training on research tools and techniques to enable non-researchers to conduct “self-service” research activities. 

  • Contribute to the Banking and Square-wide research community, including creating ways to enhance the visibility of our research, learning from other's skills and sharing your own, and developing helpful tools and templates.

  • Find efficient and creative ways to remotely glean comparative insights across Square's growing international markets (Canada, Australia, Ireland, Japan and more).

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.

Perks

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
  • Paid time off
  • Learning and Development resources

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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