At Clover, a Fiserv company, we are committed to providing small businesses the tools, technology, and support they need to succeed and grow. Our solutions let you accept payments, run your business, and sell more. As part of Fiserv, we come from a larger team of problem solvers that serve millions of businesses worldwide. That means that our Clover customers benefit from a wealth of experience, technology and industry expertise.
What does a successful Director of User Experience Research do at Fiserv?
We are seeking a highly experienced and visionary Director of User Experience Research to lead our dynamic team. In this pivotal role, you will be instrumental in shaping the future of Clover’s Merchant and Consumer products by providing deep user insights, advocating for user-centered design, and leading a team of talented researchers.
The Director of User Experience Research will lead end-to-end research initiatives, from planning and execution to analysis and presentation of findings, while also managing and mentoring a team of UX researchers. This role requires a strong understanding of various research methodologies, the ability to translate complex data into actionable insights, a proven track record of influencing product strategy and design in the payments or fintech sector, and experience in people management.
What you will do:
Design and execute comprehensive research studies using a variety of qualitative and quantitative methods (e.g., usability testing, interviews, surveys, field studies, card sorting, tree testing) across all Clover products.
Collaborate closely with product managers, designers, engineers, and other stakeholders to identify research opportunities and align research efforts with business goals.
Translate research findings into actionable recommendations and communicate them effectively to cross-functional teams and leadership.
Develop and maintain user personas, journey maps, and other research artifacts to foster a shared understanding of user needs.
Lead, mentor, and grow a team of UX researchers, fostering a culture of excellence and continuous learning.
Stay up-to-date with industry trends, best practices, and emerging technologies in UX research and the payments/fintech space, and integrate them into our practice.
Champion user-centered design principles throughout the product development lifecycle and advocate for the user at all levels of the organization.
Contribute to the strategic direction of the UX research practice, including developing research roadmaps and methodologies.
What you must have:
12+ years of experience in user experience research and design, with 8+ years of those years significantly focusing on payments, fintech, or point-of-sale products.
5+ years of experience in a leadership or management role, with a proven ability to manage and mentor a team of researchers.
Bachelor's or Master's degree in Human-Computer Interaction, Psychology, Sociology, Anthropology, or a related field. Masters Preferred.
Expertise in various research methodologies, both qualitative and quantitative.
Proven ability to plan, conduct, analyze, and present research findings independently and through a team.
Strong analytical and problem-solving skills, with an ability to synthesize complex information into clear and concise insights.
Excellent communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels.
Proficiency with UX research tools (e.g., UserTesting, Qualtrics, Dovetail, Figma).
Experience working in an Agile development environment.
What is nice to have:
Experience with advanced statistical analysis and data visualization.
Familiarity with ethical considerations in research and data privacy regulations.
Experience building and scaling UX research teams and practices.
You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.
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