• The Merchant Experience team is building a research practice within Shift4 Labs™ a customer-led product incubator purpose-built to design products that propel our Merchants forward
• We are looking for an experienced, human-centered User Experience Researcher to support current product initiatives and establish the foundations of the Shift4 Labs design research practice
• Our initial phase will be focused on establishing a nimble usability evaluation processes and formalizing our customer insights. Ultimately, we hope to grow the research practice within Shift4 Labs to incorporate more generative research activities
• Plan and implement necessary research initiatives based on product roadmaps and organizational initiatives
• Author and conduct various types of usability evaluations, including moderated, unmoderated, and prototype testing which may include experiments, t-tests, A/B tests, and other data analysis
• Apply diverse research methods such as interviews, surveys, contextual inquiries, ethnography, and diary studies to address key questions
• Facilitate workshops and collaborative sessions to assist customers in articulating business needs
• Create process flows, wireframes, mockups and functional prototypes to effectively communicate design strategies and detailed interaction behaviors
• Synthesize findings into clear, actionable insights and influence key stakeholders through storytelling and evidence-based recommendations
• Help build product metrics measurement programs, platforms and reporting mechanisms to scale growing organizational needs
• Develop and maintain a repository of research findings and standard methodologies to promote organizational learning and drive continuous improvements

Benefits

• Opportunities for career growth, skill-building, and advancement
• Wellness programs, including mental health resources
• Happy hours, office celebrations, and well-being initiatives
• Paid time off for relaxation and quality time with loved ones
• Flexible work schedules empower you to manage your commitments effectively
• Various paid leave programs, including sick leave, parental leave, and more to support life’s important moments
• Employee-nominated “Top Gun Program” to recognize exceptional individuals- The ideal candidate for this role is a highly skilled product researcher with a deep understanding of the role customer research plays in creating best-in-class experiences with an equal mix of usability and desirability
• The candidate should have a balanced view of the relationship between customer needs and business goals and be able to articulate clear and practical insights to internal stakeholders
• 7+ years hands-on of experience in UX research with a focus on usability testing and mixed-method studies
• A robust portfolio showcasing prior research projects with both desktop + mobile research outcomes
• Excellent written communication, presentation, and interpersonal skills in English; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
• Ability to independently drive multiple concurrent projects in an agile environment
• Focused interest in growing into the generative research insights arena of UX
• Experience in complex B2B SaaS or enterprise platforms with multiple personas
• Excellence in evaluative research (e.g., usability testing, prototype validation, A/B testing)
• Working knowledge of Figma