UX Research Manager, Payments

Who we are

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.

Research at Stripe

Stripe’s mission is to increase the GDP of the internet and expand economic access globally. We design tools and infrastructure to help our users start, run, and scale an online business from anywhere in the world. We believe there are too many barriers to doing business on the internet and that opportunities are not equally distributed around the world. We also believe that building and growing a business online is a problem rooted in code, language, and design, not finance.

That’s where you come in. We’re looking for an experienced UX Research Manager to join our growing UX Research team and help build, coach, and mentor a growing and highly skilled group of researchers.

About UX research and the role

The UX Research team is part of Stripe’s Design team. It works across brand and product initiatives to deliver products and experiences that meet user needs. Since Stripe’s main audience is people who build products, we take pride in creating user-friendly, user-focused experiences.

In addition to conducting primary research, we enable other Stripes, including engineers, product managers, designers, and operations teams, to learn and apply research skills to global problems. You will help shape research as a core competency across Stripe and define how we put users first in our research.

What you’ll do

As a UX Research Manager, you will use your people-management and research expertise to lead a team of researchers that collaborates with product teams on core Payments and Risk products to build insight-driven product experiences. Core Payments includes Stripe’s in-person and online payment capabilities, checkout suite, Radar, and smart solutions that help businesses achieve optimal payment performance while balancing regulatory requirements, conversion, costs, and fraud considerations.

You will report to the Head of Research.

Responsibilities

• Lead, manage, coach, and mentor a team of researchers conducting mixed-methods research throughout the product-development process for Stripe’s Payments and Risk product pillar.
• Lead initiatives and guide the research team through artificial intelligence (AI) transformation in its internal processes, how it conducts research for Stripe users, and how it supports the changing needs of product partners.
• Share research insights that deepen Stripe’s understanding of user needs and identify opportunities to meet those needs.
• Grow the team to meet Stripe’s needs while developing individual contributors to deliver impactful, actionable research studies.
• Partner with Design and Stripe leadership to determine how to best use user research at Stripe and deepen our understanding of users.
• Work as a strategic partner to business leads, product managers, design leaders, and Stripe leadership. Define long-term strategy and short-term tactics for products by grounding decisions in user needs and insights.
• Prioritize research needs and approaches across multiple workstreams. Select the right project, scale, and scope at the right time, and deliver actionable insights.
• Enable other Stripes to learn and apply research skills by building research programs, platforms, and toolkits that support tactical research.
• Partner closely with other researchers to build Stripe’s research practice and infrastructure, including sourcing research vendors to support your team’s work.

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

• 7+ years of relevant user research experience working on digital experiences and generating actionable insights that drive impact.
• 3+ years of people-management and leadership experience.
• Experience directly managing, coaching, and developing a team of user researchers, as well as recruiting and building research teams.
• Ability to set and achieve priorities that balance the needs of users, projects, the Research team, and Stripe.
• Experience conducting project work while mentoring and supporting a team of user researchers as they develop their craft and conduct research.

Preferred qualifications

• Relevant experience in financial technology, particularly payment processing.
• Ability to motivate and inspire people to do their best work.
• Experience conducting complex research at scale using a range of methods, including qualitative interviews, surveys, ideation sessions, ethnographic field research, usability evaluations, and diary studies.
• Experience conducting primary research while mentoring and supporting a team of user researchers as they develop their craft and conduct research.
• Excellent written and verbal communication skills, including experience rolling out large-scale research programs.
• A consistent focus on users and their needs, with experience driving impact from insights.
• Understanding of the balance between speed and rigor, and how research translates into design, product, and business decisions. Ability to work with urgency and focus while adapting methodological rigor to the situation.
• Experience building or scaling research platforms, systems, or programs.

In-office expectations

Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

Pay and benefits

The annual salary range for this role in the primary location is CA$188,000 - CA$282,000. This range may change if you are hired in another location. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and specific location. Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process.

Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant’s location and can be discussed in more detail during the interview process. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends.

We look forward to hearing from you.

At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.

Full time