UX Research Manager, Payments

Details

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. Stripe’s mission is to increase the GDP of the internet and expand economic access globally.

Research at Stripe

Stripe designs tools and infrastructure to help users start, run, and scale online businesses from anywhere in the world. The UX Research team is part of Stripe’s Design team and works across brand and product initiatives to deliver products and experiences that meet user needs.

Stripe is looking for an experienced UX Research Manager to join its growing UX Research team and help build, coach, and mentor a highly skilled group of researchers. In addition to conducting primary research, the team enables engineers, product managers, designers, and operations teams to learn and apply research skills to global problems.

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 internal processes, user research, and support for 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 the company’s 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 appropriate project, scale, and scope at the right time, and deliver actionable insights.
• Enable other Stripe employees 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 the team’s work.
• Support research across Core Payments, including in-person and online payment capabilities, the checkout suite, Radar, and solutions that help businesses balance payment performance, regulatory requirements, conversion, costs, and fraud considerations.

Requirements

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 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.
• 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.