Square Inc.
Senior Quantitative User Experience Researcher - Support Quality & Trust
Square Inc., San Francisco, California, United States, 94199
Senior Quantitative User Experience Researcher - Support Quality & Trust
Full-timeCustomer 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 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.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 DesignOwn and drive a research agenda that helps to identify and understand new areas of opportunity, quantify risks, and aid in decision-making across Cash AppInform and de-risk crucial decisions, and build a robust and diverse set of product solutionsLead, scope, and execute end-to-end strategic and tactical research throughout the product development cycleLeverage survey and behavioral data to make decisions and evaluate the impact of our productsDemonstrate methodological rigor and skill, and serve as a subject matter expert for quantitative methods and survey methodologiesCommunicate results clearly, succinctly, and effectively up, down, and sidewaysMentor fellow ICs in research best practices, as well as soft skills such as stakeholder managementYou have:8+ years of relevant experience in user experience, applied research, and/or product research1+ year in a trust and safety environmentExperience with and skilled in at least three or more of the following skills: statistical inference, survey methodology, regression modeling, exploratory data analysis, and experimental designExperience coding with R, SQL, STATA, SPSS, or equivalentExperience communicating analyses and results to diverse audiencesExperience partnering with Data Science and Engineering to design experiments, set metric goals, etc.Ability to connect business problems to measurable outcomes through the development of key performance indicators and metrics that are reflective of the user experienceExperience initiating and driving research projects to completion with minimal guidanceDemonstrated experience in designing original research to address complex questionsAbility to oversee multiple, simultaneous research projectsExtreme empathy for the customer, your teammates, and the company missionComposure in the face of ambiguity and an ability to effectively work with multiple leadership stylesUnmatched attention to detail and due diligenceCreativity and ingenuity in leveraging new data sourcesBlock takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.Zone A: USD $180,000 - USD $270,000
Qualifications, skills, and all relevant experience needed for this role can be found in the full description below.Zone B: USD $171,000 - USD $256,600Zone C: USD $162,000 - USD $243,000Zone D: USD $153,000 - USD $229,600To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information.Full-time employee benefits include the following:Healthcare coverage (Medical, Vision, and Dental insurance)Health Savings Account and Flexible Spending AccountRetirement Plans including company matchEmployee Stock Purchase ProgramWellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowancePaid parental and caregiving leavePaid 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 resourcesPaid Life insurance, AD&D, and disability benefitsThese benefits are further detailed in Block's policies. This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus.We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, veteran status, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.We believe in being fair and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible.Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances. Because the material duties of this role involve direct or indirect access to sensitive personal or financial data, a criminal background check is required following a contingent offer of employment.
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Full-timeCustomer 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 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.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 DesignOwn and drive a research agenda that helps to identify and understand new areas of opportunity, quantify risks, and aid in decision-making across Cash AppInform and de-risk crucial decisions, and build a robust and diverse set of product solutionsLead, scope, and execute end-to-end strategic and tactical research throughout the product development cycleLeverage survey and behavioral data to make decisions and evaluate the impact of our productsDemonstrate methodological rigor and skill, and serve as a subject matter expert for quantitative methods and survey methodologiesCommunicate results clearly, succinctly, and effectively up, down, and sidewaysMentor fellow ICs in research best practices, as well as soft skills such as stakeholder managementYou have:8+ years of relevant experience in user experience, applied research, and/or product research1+ year in a trust and safety environmentExperience with and skilled in at least three or more of the following skills: statistical inference, survey methodology, regression modeling, exploratory data analysis, and experimental designExperience coding with R, SQL, STATA, SPSS, or equivalentExperience communicating analyses and results to diverse audiencesExperience partnering with Data Science and Engineering to design experiments, set metric goals, etc.Ability to connect business problems to measurable outcomes through the development of key performance indicators and metrics that are reflective of the user experienceExperience initiating and driving research projects to completion with minimal guidanceDemonstrated experience in designing original research to address complex questionsAbility to oversee multiple, simultaneous research projectsExtreme empathy for the customer, your teammates, and the company missionComposure in the face of ambiguity and an ability to effectively work with multiple leadership stylesUnmatched attention to detail and due diligenceCreativity and ingenuity in leveraging new data sourcesBlock takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.Zone A: USD $180,000 - USD $270,000
Qualifications, skills, and all relevant experience needed for this role can be found in the full description below.Zone B: USD $171,000 - USD $256,600Zone C: USD $162,000 - USD $243,000Zone D: USD $153,000 - USD $229,600To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information.Full-time employee benefits include the following:Healthcare coverage (Medical, Vision, and Dental insurance)Health Savings Account and Flexible Spending AccountRetirement Plans including company matchEmployee Stock Purchase ProgramWellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowancePaid parental and caregiving leavePaid 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 resourcesPaid Life insurance, AD&D, and disability benefitsThese benefits are further detailed in Block's policies. This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus.We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, veteran status, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.We believe in being fair and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible.Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances. Because the material duties of this role involve direct or indirect access to sensitive personal or financial data, a criminal background check is required following a contingent offer of employment.
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