Customer Insights is looking for a senior quantitative user experience researcher to join our Trust team.
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, crypto, community and culture.
The researcher who fills this role will be responsible for leading perception measurement on areas related to user bad experiences (safety, security, support) across the product development cycle. This role will leverage quantitative skills from survey measurement and design to behavioral (log) data analysis. Our preferred candidate will have experience nimbly switching between product spaces and building and navigating partnerships with Design and Product, as well as DS and ENG.
As the role primarily focuses on topics related to trust, prior experience in Trust and Safety is a plus.
You will:
Lead the development of a robust survey-based measurement and perception metric strategy for company priority initiatives in the Trust domain (fraud, risk, safety, security, support, access)Support survey based evaluation of business critical launches in the Trust domainDemonstrate extraordinary stakeholder management skills, aligning regularly horizontally and vertically with cross-functional partners across Product, Data Science, Customer Support, Legal, Compliance, and Design Owns and drives a research agenda that helps to identify and understand new areas of opportunity, quantify risks, and aid in decision-making across Cash AppInforming and de-risking crucial decisions, and building a robust and diverse set of product solutionsLead, scope, and execute end-to-end strategic and tactical research throughout the product development cycle, answering exploratory and foundational questions, supporting product development, and evaluating post-launch product successLeverage survey and behavioral data to make decisions and evaluate the impact of our products. Demonstrate methodological rigor and skill, and serve as a subject matter expert for quantitative methods and survey methodologies Communicate results clearly, succinctly, and effectively up, down, and sidewaysMentor fellow ICs in research best practices, as well as soft skills such as stakeholder management