Head of UX Research, Block
Financial Products and Commerce
$263.6-395.4k
Salary dependent on location + Employee Stock Purchase Program
Financial services ecosystem
Job no longer available
Financial services ecosystem
1001+ employees
Job no longer available
$263.6-395.4k
Salary dependent on location + Employee Stock Purchase Program
1001+ employees
Company mission
To create better tools to help everyone access the economy.
Role
Who you are
- 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 multivariate analysis regression, classification, experimental design, conjoint or MaxDiff analysis, latent class or drivers analysis
- Awareness of modern statistical programming languages and tools such as R, Python, SQL
- Clear and strong point of view on research and an openness to new ideas
- Ability to oversee multiple, simultaneous research projects
- Composure in the face of ambiguity and an ability to effectively work with multiple leadership styles
- An action bias and intense desire to solve problems
- Unmatched attention to detail and due diligence
- A bias towards transparency and communication
What the job involves
- 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
- 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
- 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
- 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
Our take
Block is a financial services technology company comprising of Square, Cash App, Spiral, TIDAL, and TBD. Its biggest brand, Square, offers hardware and software for small to medium-sized businesses enabling them to manage the entire payment lifecycle. It functions similarly to Shopify and Stripe, but has paired online payment processing with physical devices such as registers, payment terminals, and mobile card readers.
The business was originally founded as Square in 2009 by Jack Dorsey of Twitter fame. Already well-established with SMEs all over the globe, Square has significantly benefited from the increased demand for mobile payment systems. Its order management feature remains a go-to tool for small businesses that otherwise didn't have the proper infrastructure in place when demand for home delivery surged.
Square rebranded as Block in December 2021, with the Square brand name remaining in place for their seller business. The company has since come under fire for its security practices, facing lawsuits in relation to a major breach of CashApp user data, and in 2024 announced plans to reduce its workforce in order to cut costs. Despite these setbacks, there is every chance the business will move past this, though it may take some time to rebuild trust in its product.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Company benefits
- Healthcare coverage (Medical, Vision and Dental insurance)
- Health Savings Account and Flexible Spending Account
- Retirement Plans including company match
- Employee Stock Purchase Program
- Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
- Paid parental and caregiving leave
- Paid time off (including 12 paid holidays)
- Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
- Learning and Development resources
- Paid Life insurance, AD&D, and disability benefits
Company HQ
SoMa, San Francisco, CA
Leadership
Jack Dorsey
(CEO)Having studied at and dropped out of New York University, Jack founded Twitter in March 2006, where he has served as CEO since. He co-founded Square with Jim in February 2009, and has remained its CEO ever since.
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