Senior User Experience Researcher - Commerce Products

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 cash.app/careers.

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, community and culture.

Cash App is looking for a self-starting, highly cross-functional IC UX Researcher with mixed-methods expertise (leaning qualitative) to drive research initiatives across Cash App’s Commerce group. This team is building compelling ways to shop, spend and earn money, making everyday spending more relatable, instant, and accessible for everybody. With a wide range of offerings from microbusiness solutions to online checkout options, Cash App’s Commerce team is focused on connecting Cash App’s 57 million monthly active consumers to sellers to help both thrive. 

In this role, you will independently conduct research that helps product and design teams build the right Commerce experiences for Cash App’s unique customer base. The ideal candidate would have extensive business to consumer (B2C) experience. Specifically, you will:

• Define and inform product roadmap through insights from generative and evaluative research, ensuring that the development and growth of Cash App is customer-inspired
• Collect and analyze user behavior through in-depth interviews, ethnographic research, surveys, contextual inquiry, card sorting, usability studies, and other relevant research methodologies
• Evaluate product design (in market and new concepts) in order to better serve the Cash App customer through a strong focus on user experience, as well as identifying growth opportunities
• Advocate for customer needs through storytelling, including writing, visual, and verbal communication that helps other teams build empathy for our customers
• Develop programs that disseminate research broadly across the Cash App Commerce organization (and beyond), ensuring our customer remains at the forefront of key strategic initiatives
• 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
• Collaborate with teammates in Design, Product Management, Growth, Marketing and Engineering to build in research at appropriate times through the product development or go-to-market cycle
• 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
   

You have:

• 8+ years of experience as a user experience researcher (mixed-methods preferred)
• In depth experience with principles of user experience design and product development processes
• Expertise with a wide range of qualitative and quantitative research methodologies such as one-on-one interviews, panels and immersion programs, ethnographic field research, usability testing (lab and remote) and heuristic evaluations
• 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
• Composure in the face of ambiguity and an ability to effectively work with multiple leadership styles
• An bias toward action and intense desire to solve problems
• Unmatched attention to detail and due diligence
   

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 $180,000 - USD $270,000
Zone B: USD $171,000 - USD $256,600
Zone C: USD $162,000 - USD $243,000
Zone D: USD $153,000 - USD $229,600

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.

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.

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.