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Head of UX Research

3 months ago

New York, New York, United States Square Full time
Company Description

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world's relationship with money to make it more relatable, instantly available, and universally accessible.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We've been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

Check out our locations, benefits, and more at

Job Description

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. Customer Insights is part of the Design organization, which takes a holistic view to drive the end to end customer experience.

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. You are customer-obsessed and drive a human-centered design culture within the organization.

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.

In this role, you will:

  • 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
Qualifications
  • 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
Additional Information

Block 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 $263,600 - USD $395,400

Zone B: USD $263,600 - USD $395,400

Zone C: USD $263,600 - USD $395,400

Zone D: USD $263,600 - USD $395,400

To 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 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

These 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. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

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. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page.

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.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.