Senior UX Researcher - Banking

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.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality, 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.

The Role

Square UXR, part of Block Customer Insights, is looking for a Senior UX Researcher to join our Banking team. You will work closely with cross-functional partners and research collaborators to ensure Square's Banking suite meets the evolving needs of the businesses we serve. We know we can't build remarkable products without first understanding how our customers will use them in the real world, and that's where you come in. In this role, you will conduct generative and evaluative research that helps product teams build the right products and experiences for our sellers. Your research work will focus on Square's financial products, enabling businesses to manage cash flows and fund their next stage of growth.

You Will

• Lead and execute research across banking products, including savings, credit, and lending products
• Conduct multi-method, impactful research across the product lifecycle, from formative to evaluative
• Triangulate insights using a good balance of primary qualitative and quantitative research, along with secondary sources
• Collaborate with other researchers and cross-functional partners to ensure insights are informing the broader banking strategy, as well as core product launches and iterative improvements
• 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, Customer Operations, Voice-of-the-Customer, Marketing, and Engineering to build in research at appropriate times to inform the product cycle

You Have

• 8+ years industry experience using a wide variety of methodologies such as one-on-one interviews, contextual inquiry, in-lab and remote methodologies, rapid iterative concept testing, surveys, log analysis, etc
• Familiarity with developing or using frameworks to align cross-functional teams and/or communicate complex concepts and insights
• Experience managing 3rd party vendors and agencies for recruiting, moderation, or end to end research support, when required
• Demonstrated ability to prioritize and manage a research roadmap across multiple teams or product spaces
• Experience in managing complex stakeholders and driving work to completion
• Ability to travel on a semi-regular basis to garner facetime with a distributed team
• Previous experience working on projects that build trust with customers or tackle sensitive subject matter

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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances. 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.