Bring your industry trends and knowledge to our team and shape exceptional user experiences through cutting-edge research, influencing product design and functionality.

As an Experience Research Senior Associate in the Small Business Payments team you will play a pivotal role in shaping user experiences across our products and services. Leveraging advanced proficiency in research methods, analysis, and both quantitative and qualitative techniques, identify customer needs and translate them into actionable insights and recommendations. You will act as a core contributor to aid in developing research studies that answer user needs. Your work will directly impact the design, architecture, and functionality of our offerings, collaborating with cross-functional teams to contribute to discussions on design and research, and leading the decision on which methods best suit key design questions. 

Job responsibilities 

Conduct and execute research studies using advanced research methods, such as surveys, interviews, ethnography, and quantitative and qualitative techniques, to gather customer insights  Analyze and interpret data, identify patterns and trends, and provide actionable recommendations to inform user experience design decisions and facilitate improvements in customer satisfaction and engagement  Collaborate with cross-functional teams to ensure the integration of user insights into product development processes based on research findings  Contribute to the creation and refinement of experience research strategies and connect craft work to business goals and success metrics, taking into consideration downstream implications  Stay current with industry trends and incorporate knowledge into team insights  Develop, execute and present research roadmaps

Required qualifications, capabilities, and skills 

3+ years of experience or equivalent expertise in generative and evaluative user experience research, employing advanced research methods and techniques  Demonstrated proficiency in both quantitative and qualitative research methods, including survey and interview design, ethnography, and data analysis  Advanced knowledge of user experience design principles and practices, with a focus on how ethnographic principles influence effective user experiences  Advanced understanding of current research methodologies, with the ability to review and understand how to apply current research practices to better inform experience designs 

Preferred qualifications, capabilities, and skills 

Experience utilizing AI or LLM to enhance research efficiency Experience with payment products or prior experience in Merchant Services