Senior User Experience Researcher - Commerce Products

Company Description
It all started with an idea at Block 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 ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world's relationship with money to make it more relatable, instantly available, and universally accessible.
Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We've been a distributed team since day one, and 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.
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, community and culture.
Cash App is looking for a self-starting, highly cross-functional IC UX Researcher with mixed-methods expertise (leaning qualitative) to drive research initiatives across Cash App's Commerce group. This team is building compelling ways to shop, spend and earn money, making everyday spending more relatable, instant, and accessible for everybody. With a wide range of offerings from microbusiness solutions to online checkout options, Cash App's Commerce team is focused on connecting Cash App's 57 million monthly active consumers to sellers to help both thrive.
In this role, you will independently conduct research that helps product and design teams build the right Commerce experiences for Cash App's unique customer base. The ideal candidate would have extensive business to consumer (B2C) experience. Specifically, you will:

• Define and inform product roadmap through insights from generative and evaluative research, ensuring that the development and growth of Cash App is customer-inspired
• Collect and analyze user behavior through in-depth interviews, ethnographic research, surveys, contextual inquiry, card sorting, usability studies, and other relevant research methodologies
• Evaluate product design (in market and new concepts) in order to better serve the Cash App customer through a strong focus on user experience, as well as identifying growth opportunities
• Advocate for customer needs through storytelling, including writing, visual, and verbal communication that helps other teams build empathy for our customers
• Develop programs that disseminate research broadly across the Cash App Commerce organization (and beyond), ensuring our customer remains at the forefront of key strategic initiatives
• Develop deep partnerships with cross-functional peers and leaders to deliver insights that inform product and business strategy, drive prioritization, remove blockers and ensure the customer is at the heart of the discussion
• Collaborate with teammates in Design, Product Management, Growth, Marketing and Engineering to build in research at appropriate times through the product development or go-to-market cycle
• Partner closely and collaborate with Market Research and Analytics leaders to drive connected and comprehensive insights across the org to improve product awareness, conversion and engagement

Qualifications
You have:

• 8+ years of experience as a user experience researcher (mixed-methods preferred)
• In depth experience with principles of user experience design and product development processes
• Expertise with a wide range of qualitative and quantitative research methodologies such as one-on-one interviews, panels and immersion programs, ethnographic field research, usability testing (lab and remote) and heuristic evaluations
• Extreme empathy for the customer, your teammates, and the company mission
• Deep knowledge of and applied experience with diverse research methods, when to apply them and how to analyze trade offs
• Composure in the face of ambiguity and an ability to effectively work with multiple leadership styles
• An bias toward action and intense desire to solve problems
• Unmatched attention to detail and due diligence

Qualifications
You have:

• 8+ years of experience as a user experience researcher (mixed-methods preferred)
• In depth experience with principles of user experience design and product development processes
• Expertise with a wide range of qualitative and quantitative research methodologies such as one-on-one interviews, panels and immersion programs, ethnographic field research, usability testing (lab and remote) and heuristic evaluations
• Extreme empathy for the customer, your teammates, and the company mission
• Deep knowledge of and applied experience with diverse research methods, when to apply them and how to analyze trade offs
• Composure in the face of ambiguity and an ability to effectively work with multiple leadership styles
• An bias toward action and intense desire to solve problems
• Unmatched attention to detail and due diligence