Bring your skills and knowledge to our team and shape exceptional user experiences for millions of customers through cutting-edge research, influencing product design and functionality.

As an Experience Research Senior Associate in Commerce Payments, you will play a pivotal role in shaping user experiences across our products and services centered on digital wallets, stored cards, and tokenized payments. 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 research methods, such as surveys, interviews, ethnography, and other 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 

Evangelize the value of research to cross-functional stakeholders and find ways for them to add value to the research process 

Take a question or a problem and translate it into a testable hypothesis, including a specific methods and tasks that appropriately respond to research, project, and business objectives 

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 

Advanced understanding of current research methodologies, with the ability to review and understand how to apply current research practices to better inform experience designs 

Bachelor’s degree in human behavioral science (anthropology, sociology, psychology, etc.) or related field 

Expertise in qualitative methods, with a history of applying findings to enhance product or feature design. 

Basic proficiency in quantitative data analysis, statistical testing, and visualization using Excel, SPSS, R, or similar tools. 

Strong analytical, communication, and storytelling skills to generate insights, articulate what they mean to stakeholders, and clarify how they impact design decisions 

Knowledge of user experience design principles and practices 

Experience working in an enterprise setting collaborating within design teams and with partners in product, technology, and marketing  

Demonstrated ability to independently design and run research engagements from beginning to end 

Preferred qualifications, capabilities, and skills 

Master’s degree or Ph.D. in human behavioral science (anthropology, sociology, psychology, etc.) or related field 

Experience in banking, finance, or e-commerce 

Experience conducting design strategy and/or co-design workshops 

Experience using enterprise research tools and platforms (e.g., UserTesting, dScout, Maze, Qualtrics)