Senior Quantitative User Experience Researcher, Block
Support Quality & Trust
$153-270k
+ Employee Stock Purchase Program, subject to the terms of the applicable plans and policies; Salary dependent on location
Financial services ecosystem
Open for applications
Financial services ecosystem
1001+ employees
Open for applications
$153-270k
+ Employee Stock Purchase Program, subject to the terms of the applicable plans and policies; Salary dependent on location
1001+ employees
Company mission
To create better tools to help everyone access the economy.
Role
Who you are
- 8+ years’ of relevant experience in user experience, applied research and/or product research
- 1+ year in a trust and safety environment
- Experience with and skilled in at least three or more of the following skills: statistical inference, survey methodology, regression modeling, exploratory data analysis, and experimental design
- Experience coding with R, SQL, STATA, SPSS or equivalent
- Experience communicating analyses and results to diverse audiences
- Experience 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 experience, connecting user research to behaviors and/or revenue
- Experience initiating and driving research projects to completion with minimal guidance
- Demonstrated experience in designing original research to address complex questions
- Ability to oversee multiple, simultaneous research projects
- Extreme empathy for the customer, your teammates, and the company mission
- Composure in the face of ambiguity and an ability to effectively work with multiple leadership styles
- Unmatched attention to detail and due diligence
- Creativity and ingenuity in leveraging new data sources
- 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
- As the role primarily focuses on topics related to trust, prior experience in Trust and Safety is a plus
What the job involves
- Customer 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 UX Research team is at the frontier of shaping new and innovative solutions across categories like personal finance, commerce, crypto, community and culture
- 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
- 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 domain
- Demonstrate extraordinary stakeholder management skills, aligning regularly horizontally and vertically with cross-functional partners across Product, Data Science, Customer Support, Legal, Compliance, and Design
- Owns and drives a research agenda that helps to identify and understand new areas of opportunity, quantify risks, and aid in decision-making across Cash App
- Informing and de-risking crucial decisions, and building a robust and diverse set of product solutions
- Lead, scope, and execute end-to-end strategic and tactical research throughout the product development cycle, answering exploratory and foundational questions, supporting product development, and evaluating post-launch product success
- Leverage survey and behavioral data to make decisions and evaluate the impact of our products
- Demonstrate methodological rigor and skill, and serve as a subject matter expert for quantitative methods and survey methodologies
- Communicate results clearly, succinctly, and effectively up, down, and sideways
- Mentor fellow ICs in research best practices, as well as soft skills such as stakeholder management
Application process
- 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
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
Insights
Few candidates hear
back within 2 weeks
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
Articles
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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