UX Researcher, Support

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

The UX Research team is part of Stripe’s Design team and works across many types of customer experiences and product initiatives at Stripe to more effectively and efficiently deliver products and experiences that fulfill user needs. And since Stripe’s main audience is other people who build products, we agonize over and take pride in crafting user-friendly and user-focused experiences.

In addition to conducting primary research, we also enable other Stripes (engineers, product managers, designers, operations, etc.) to learn and apply research skills to global problems. You will play a role in shaping how we build research as a core competency across Stripe and define how we put users first when conducting research.

As a UX Researcher, you will be dedicated to Stripe’s Support organization and collaborate directly with product, engineering, sales, and design teams. You will work closely with Support leadership and other cross-functional leaders to inform decision-making and help shape the direction of our support initiatives, from strategic product packaging decisions to improving user workflows. This is a full-time role based in Toronto, Canada or Atlanta, GA. We will also consider candidates in either Eastern or Atlantic time zones in Canada. This would be an excellent opportunity for an experienced mixed-methods researcher who’s equally comfortable with data and qualitative insights.

What you’ll do

We’re looking for an experienced, well-rounded mixed-methods UX Researcher to join our growing UX Research team to partner with Stripe’s Support organization to build world-class product experiences in a creative environment. You will also collaborate with a diverse group of researchers from many disciplines, skills, backgrounds, and specialties.

Responsibilities

• Lead critical research efforts and conduct multi-phase, mixed-method studies that deepen our understanding of the user experience and drive product strategy

• Lead data investigations of Stripe’s Support CSAT data, identifying improvements to the user experience, and driving Support user sentiment measurement strategy

• Complete research studies across the entire support ecosystem, from defining support packages to self-serve UX workflows

• Prioritize research needs and approaches across work streams to work on the right project, scale, and scope at the right time and ensure impact by delivering actionable insights

• Work in a highly collaborative fashion as a partner to business leads, product managers, designers, and engineers to define both the long-term strategy and the short-term tactics for our products by grounding these decisions in user needs and insights

• Enable other Stripes to learn and apply research skills by building research programs, platforms, and toolkits that empower them to conduct tactical research

• Partner closely with other researchers to build out Stripe’s research practice and infrastructure

• Disseminate research insights to evolve and enhance Stripe’s understanding of user needs and identify innovative opportunities to meet those needs

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• Has 5+ years relevant user research experience working on customer experience, longitudinal research, or service design research

• Has a desire to do hands-on research and work on an early-stage team, from planning and recruiting to analysis and insights delivery

• Can conduct complex research at scale and demonstrate the use of a variety of research methods, which may include qualitative interviews, surveys, ideation sessions, ethnographic field research, usability evaluation, and diary studies

• Can distill research findings into clear, and compelling data-backed presentations, data visualizations, and/or infographics

Preferred qualifications

• Are a mixed-methods researcher, with equal qualitative and quantitative interest and may have work that includes B2B, customer facing experiences, or enterprise products

• Can lead, design, execute, and communicate impactful research in a fast-paced, earlier stage product development process and know how to integrate research into product and design roadmaps

• Have a desire to do hands-on research from planning and recruiting to analysis and insights delivery

• Tell compelling stories and are skilled in explaining your work, process, and decisions to cross-functional stakeholders and crave feedback to help you produce your best work.

• Relentlessly focus on users and solving for their needs and wants. You put users first and have experience driving impact from insights

• Can successfully set and achieve priorities that find the perfect balance between benefiting the project, the Research team, and all of Stripe

• Can balance working with urgency and focus with methodological rigor and adapt as needed for the situation

• You’ve built or scaled research platforms, systems, or programs at your workplace