UX Research Manager, Payments
Leads and develops a team of UX researchers delivering mixed-methods research and actionable insights for Payments and Risk products. Requires 7+ years of user research experience and 3+ years managing and coaching researchers.
About the job
Responsibilities
- Lead, manage, coach, and mentor a team of UX researchers conducting mixed-methods research across the product-development process for Payments and Risk products.
- Guide the research team through AI transformation of internal processes, user research practices, and support for product partners.
- Share research insights that deepen understanding of user needs and identify product opportunities.
- Grow the team and develop individual contributors to deliver impactful, actionable research studies.
- Partner with Design and leadership to determine how user research should be used and to deepen understanding of users.
- Act as a strategic partner to business leads, product managers, design leaders, and company leadership.
- Define product strategy and tactics grounded in user needs and insights.
- Prioritize research needs and approaches across multiple workstreams, selecting appropriate projects, scale, and scope.
- Build research programs, platforms, and toolkits that enable others to conduct tactical research.
- Help develop research practice and infrastructure, including sourcing research vendors.
Requirements
- 7+ years of relevant user research experience working on digital experiences and generating actionable insights.
- 3+ years of people-management and leadership experience.
- Experience directly managing, coaching, developing, recruiting, and building teams of user researchers.
- Ability to balance the needs of users, projects, the Research team, and the organization when setting priorities.
- Experience conducting research while mentoring and supporting researchers as they develop their craft.
Nice-to-haves
- Experience in financial technology, particularly payment processing.
- Ability to motivate and inspire people.
- Experience conducting complex, large-scale research using qualitative interviews, surveys, ideation sessions, ethnographic field research, usability evaluations, and diary studies.
- Excellent written and verbal communication skills, including experience rolling out large-scale research programs.
- Consistent focus on users and their needs, with experience driving impact from insights.
- Understanding of the balance between speed and rigor and how research informs design, product, and business decisions.
- Experience building or scaling research platforms, systems, or programs.
Skills
User Research, Ux Research, Mixed-Methods Research, Qualitative Interviews, Surveys, Ethnographic Research, Usability Testing, Diary Studies, Research Programs, Research Platforms, People Management, Payments
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