Square

UX Researcher - Payment Platform

Company:
Square
Location:
🇺🇸
San Francisco, CA
Posted on:
May 3, 2022

Company Description

Since we first opened our doors in 2009, the world of commerce has evolved immensely – and so has Square. After enabling anyone to take a payment and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together. So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, run a busy kitchen, book appointments, engage loyal buyers, and hire and pay staff. And 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 all in one place.Today, we’re a partner to sellers of all sizes – large, enterprise-scale businesses with complex commerce operations, sellers just starting out, as well as merchants who began selling with Square and have grown larger over time. As our sellers scale, so do our solutions. We all grow together. There is a massive opportunity in front of us. We’re building a business that is big, meaningful, and lasting. And we are helping sellers around the world do the same.

Job Description

We are looking for an experienced UX Researcher to join Square's growing Payment Platform Design 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 business owners to ensure our products are relevant, useful, and delightful. At Square’s Payment Platform, we aspire to know deeper and earlier than anybody about our Sellers' wants and unmet needs. Building a relevant Platform requires understanding our Seller’s emerging needs and building relevant components ahead of time.As a User Experience Researcher on Square's Payment Platform Design, you'll lead research work end to end and steward our Seller Journeys breaking across convention and organizational boundaries. You are going to help us bring cohesion to our dream. An inclusive financial system for everyone to participate. We are building a great team with top-notch professionals, a very exciting charter, and outstanding stakeholders. If you feel you are this person, do not hesitate and apply. We are looking for you.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.

Responsibilities

You'll be embedded into a collaborative team of Product Managers, Designers, Data Analysts, Developers, and Marketers, focused on creating remarkable seller experiences to influence our strategy and feed our roadmaps. You'll guide and inspire the 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 pain points.

  • Work in coordination with the Payment Platform UX Research Lead.
  • 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, speed, and depth vs breadth, 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.
  • Drive effective influence over our roadmaps by translating insights into actions.
  • Provide guidance and training on research tools and techniques to enable non-researchers to conduct “self-service” research and validation activities.
  • Drive Research adoption and cultural change by sharing your facilitation skills, knowledge and findings, and skills to boost the Payment Platform Team's empathy and compassion towards our Sellers.
  • Contribute to Block and Square’s Research & Design community, including creating ways to enhance the visibility of our research, learning from others' skills and sharing your own, and developing helpful tools and frameworks.
  • Support our growth in international markets (Canada, Australia, Ireland, Japan, France, Spain, and more).

Qualifications

  • 5+ years of experience leading impactful user research. Relevant experience with/at an innovative consumer, fintech, financial, mobile, or digital companies will be valued but is not a must.
  • Empathy, compassion, 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, Developers, Data Analysts, Marketers, and more.
  • Agile approach to building research roadmaps that deliver on wide-ranging team needs.
  • Experience designing learning plans 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)
  • Expertise in conducting different types of research, including exploratory research, segmentation studies, value proposition, customer satisfaction, new product/feature testing, pricing, and more.
  • Expertise in defining the right mix of qualitative vs quantitative, speed, depth vs breadth, and iteration required to fulfill the team’s learning needs.
  • Experience conducting survey research end-to-end including questionnaire development, programming, sample management, data analysis, and reporting.
  • Experience utilizing User Journey Maps and Service Blueprints to identify gaps and opportunities across organizational boundaries.
  • Experience conducting research remotely across multiple markets.
  • 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. Strong visual communication skills are a plus.

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. 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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