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