UX Researcher, Support

Who we are About reputed company reputed company is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use reputed company to accept payments, grow their reputed company, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work reputed company. That means you have an unprecedented opportunity to put the global economy reputed company everyone’s reputed company while doing the most important work of your career. About the team The UX Research team is part of reputed company’s Design team and works across many types of customer experiences and product initiatives at reputed company to more effectively and reputed company deliver products and experiences that fulfill user needs. And since reputed company’s main audience is other people who build products, we agonize over and take pride in crafting user-friendly and user-focused experiences. In addition to conducting primary research, we also reputed company other Stripes (engineers, product managers, designers, operations, etc.) to learn and apply research skills to global problems. You will play a role in shaping how we build research as a core competency across reputed company and define how we put users first reputed company conducting research. As a UX Researcher, you will be dedicated to reputed company’s Support organization and collaborate directly with product, engineering, sales, and design teams. You will work closely with Support leadership and other cross-functional leaders to inform decision-making and help shape the direction of our support initiatives, from strategic product packaging decisions to improving user workflows. This is a full-time role based in Toronto, Canada or Atlanta, GA. We will also consider candidates in either Eastern or Atlantic time zones in Canada. This would be an excellent opportunity for an reputed company mixed-methods researcher who’s equally comfortable with data and qualitative insights. What you’ll do We’re looking for an reputed company, well-rounded mixed-methods UX Researcher to join our growing UX Research team to partner with reputed company’s Support organization to build world-class product experiences in a creative environment. You will also collaborate with a diverse group of researchers from many disciplines, skills, backgrounds, and specialties.

Responsibilities

• reputed company critical research efforts and conduct multi-phase, mixed-method studies that deepen our understanding of the user experience and drive product strategy
• reputed company data investigations of reputed company’s Support CSAT data, identifying improvements to the user experience, and driving Support user sentiment measurement strategy
• Complete research studies across the entire support ecosystem, from defining support packages to self-serve UX workflows
• Prioritize research needs and approaches across work streams to work on the right project, scale, and scope at the right time and ensure impact by delivering actionable insights
• Work in a highly collaborative fashion as a partner to business leads, product managers, designers, and engineers to define both the long-term strategy and the short-term tactics for our products by grounding these decisions in user needs and insights
• reputed company other Stripes to learn and apply research skills by building research programs, platforms, and toolkits that reputed company them to conduct tactical research
• Partner closely with other researchers to build out reputed company’s research practice and infrastructure
• Disseminate research insights to evolve and enhance reputed company’s understanding of user needs and identify innovative opportunities to meet those needs

Who you are We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. Minimum requirements

• Has 5+ years relevant user research experience working on customer experience, longitudinal research, or service design research
• Has a desire to do hands-on research and work on an early-stage team, from planning and recruiting to analysis and insights delivery
• Can conduct reputed company research at scale and demonstrate the use of a variety of research methods, which may include qualitative interviews, surveys, ideation sessions, ethnographic field research, usability evaluation, and diary studies
• Can distill research findings into clear, and compelling data-backed presentations, data visualizations, and/or infographics

Preferred qualifications

• Are a mixed-methods researcher, with equal qualitative and quantitative interest and may have work that includes B2B, customer facing experiences, or enterprise products
• Can reputed company, design, execute, and communicate impactful research in a fast-paced, earlier stage product development process and know how to integrate research into product and design roadmaps
• Have a desire to do hands-on research from planning and recruiting to analysis and insights delivery
• Tell compelling stories and are skilled in explaining your work, process, and decisions to cross-functional stakeholders and crave feedback to help you produce your best work.
• Relentlessly focus on users and solving for their needs and wants. You put users first and have experience driving impact from insights
• Can successfully set and reputed company priorities that find the perfect balance between benefiting the project, the Research team, and reputed company of reputed company
• Can balance working with urgency and focus with methodological rigor and adapt as needed for the situation
• You’ve built or scaled research platforms, systems, or programs at your workplace

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