Lead UX Researcher, Seller Experience

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.

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

Seller Experience is the team that is considered the glue of our product ecosystem. It is the team that thinks outside of individual products and focuses on the entire experience a seller has when they are evaluating, signing up for, and using Square. Seller Experience owns many of the shared surface areas and platforms that all of Square's products feed into such as our public website (squareup.com), sign up flows, the Square Dashboard where merchants manage their business, our help and support channels, our sales enablement platform, and our product design systems and best practices. 

Square’s Seller Experience team is looking for a Lead UX Researcher to help guide and inspire our teams by uncovering meaningful human-centered insights to guide great product design and progress. 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. Reporting to the head of design and research, you will help connect Square with the sellers and buyers we serve—learning from their unique context, stories, and needs to ensure our products and services are relevant, useful, and delightful.

You Will:

• Supporting a team of researchers through mentorship and guidance while leading and building as an individual contributor on projects.
• Work with team members to identify research needs from small to large initiatives, and help the team frame research goals and ask the right questions.
• Lead the design and execution of research projects while collaborating with a cross-functional team.
• Employ research methods to obtain insights about our users’ behaviors and attitudes, and develop recommendations in collaboration with product and design teams.
• Provide guidance and training on research tools and techniques to facilitate self-serve UX research. 
• Advocate the customer perspective across the Sell Experience team and across Square. 
• Help our team identify opportunities to better serve our sellers, inspire product strategy, and encourage design iteration.

Qualifications

You Have:

• 8+ years of experience conducting UX research in a professional environment.
• Experience leading and mentoring other user researchers.
• Experience designing and leading generative and evaluative research using a range of techniques (e.g. remote and in-person interviews, usability testing, concept testing, workshops, journey mapping, surveys, etc.)
• Focus on improving the product and user experience in an iterative and collaborative environment.
• Agile approach to adapting research practices to meet team needs under tight timeframes.
• Advocate the customer perspective within the Seller Experience team and across Square. 
• A willingness to get hands-on and personally recruit participants.
• A collaborative mindset, with experience working across teams and forging partnerships.
• A passion to build user-focused products that solve important problems.

Additional Information

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A: USD $184,100