As an Experience Research Senior Associate in Commerce Payments, you will play a pivotal role in shaping user experiences across our products and services. Leveraging advanced proficiency in research methods, analysis, and both quantitative and qualitative techniques, identify customer needs and translate them into actionable insights and recommendations. You will act as a core contributor to aid in developing research studies that answer user needs. Your work will directly impact the design, architecture, and functionality of our offerings, collaborating with cross-functional teams to contribute to discussions on design and research, and leading the decision on which methods best suit key design questions. 

Within Commerce Payments, you will delivering actionable insights to inspire the next generation of digital wallet and payment products and help create frictionless and transparent experiences for customers. Additionally, you will be responsible for turning all of product development into a learning organization, guiding others on how to better conduct research and get the most out of our findings. You are also expected to be strong cross-functional partners with Design, Product Management, and Engineering, informing prioritization, planning, and decisions along the way to execution.

Job responsibilities

Conduct and execute research studies using advanced research methods, such as surveys, interviews, ethnography, and quantitative and qualitative techniques, to gather customer insights  Analyze and interpret data, identify patterns and trends, and provide actionable recommendations to inform user experience design decisions and facilitate improvements in customer satisfaction and engagement  Contribute to the creation and refinement of experience research strategies and connect craft work to business goals and success metrics, taking into consideration downstream implications  Inspire confidence and collaborate closely with a variety of internal and external stakeholders, across functions, and including product leadership and senior business executives. Monitor industry trends and advancements in user experience research methodologies and incorporate innovative techniques to maintain a competitive edge in the market Contribute to next gen vision for the research function, identifying areas of opportunity or improvement, including identifying process improvements, new tools and approaches

Required qualifications, capabilities, and skills

3+ years of experience or equivalent expertise in generative and evaluative user experience research, employing advanced research methods and techniques  Experience in designing high-quality research studies with an iterative mindset, with an ability to adapt study parameters to accommodate changing product design needs Demonstrated proficiency in both quantitative and qualitative research methods, including survey and interview design, ethnography, and data analysis  Demonstrated experience in collaborating with cross-functional teams, including UX designers, product managers, and developers, to propel customer-centric decision-making and inform product prioritization Experience translating research insights into strategy and actionable next steps, contributing directly to project and business goals

Preferred qualifications, capabilities, and skills

Ability to lead complex research initiatives with minimal guidance Advocating for Inclusive Design practices Familiarity in working with Banks or Fintechs