Head of UX Research - Financial Products and Commerce

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

Cash App is looking for an innovative leader to lead our Financial Products and Commerce UXR teams. Customer Insights is comprised of UX Research, Market Research, and UX Measurement and Analytics. This team develops and shapes insights and strategies that inform and influence roadmaps and supports customer centricity across the organization. Customer Insights is part of the Design organization, which takes a holistic view to drive the end to end customer experience.

As the UXR lead, you will oversee a large team of highly skilled managers and UX researchers. You excel at driving impact from insights and making research actionable. You can direct complex research at scale and demonstrate deep knowledge of a variety of research methods, while building strong partnerships and working models with teams and stakeholders across the org.  You are customer-obsessed and drive a human-centered design culture within the organization. 

Reporting to the Head of Customer Insights, this role will support our Product, Business and Design organizations and partner closely with Market Insights and Data Science teams. 

In this role, you will:

• Lead, mentor and coach a team of exceptional qualitative and quantitative researchers and managers with focus on talent retention. 

• Become an evangelist, advocate, and educator on behalf of our research team playing an incremental role to driving continued and increased impact of the team within the org 

• Establish and drive a vision for the UXR organization and the growth of the team, establish and define research strategy, OKRs and roadmaps

• Adapt the team structure and processes to support changing needs and organizational growth 

• Drive and deliver broad insights about our customers to the organization at large

• Support Product and Design leadership to drive strategy, roadmaps and execution

• 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

• 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

• Develop programs that disseminate research broadly across Cash App and ensure our customer remains at the forefront of key strategic initiatives

• Advocate customer needs through storytelling, including writing, visual, and verbal communication that helps other teams build empathy for our customers

Qualifications

• 12+ years of experience as a researcher

• 8+ years of direct management experience

• Proven track record of leading multifaceted research teams and delivering impactful work 

• In depth experience with principles of user experience design and product development processes

• 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

• Bonus -Excellent working knowledge of statistics and the principles of UX/product design

• Familiarity with a wide range of qualitative research methodologies such as one-on-one interviews, panels and immersion programs, ethnographic field research, usability testing (lab and remote), heuristic evaluations, survey science, social listening, natural language processing, etc

• Understanding and awareness of:

• Quantitative survey design such as sampling, weighting and stratification.

• Statistical methods such as mult