Staff User Researcher

Define and own the research practice for Platform — setting vision, strategy, prioritization, and engagement models that connect customer insight to product and design decisions across the organization.

Own and run Platform's recurring internal CSAT program: designing surveys, setting cadence, analyzing results, and reporting to leadership to track how internal teams experience Platform tools and to surface actionable opportunities.

Lead generative, evaluative, and mixed-methods research with engineers, technical leads, product managers, and end customers, improving existing methods and introducing new approaches to tackle ambiguous research problems across Identity, Payments, Developer Experience, internal tooling, and compliance.

Drive the process and execution behind high-quality design deliverables — including polished prototypes, interaction flows, and visual storytelling — that set the standard for your product area.

Partner with senior product, design, and engineering leaders as a cross-functional lead across all stages of strategy planning, shaping roadmaps and investment decisions through evidence-based research and well-crafted design presentations.

Improve design consistency and integrity across your product area, contributing to existing design systems and creating new solutions where needed, while building research repositories and frameworks that scale research impact across the broader Design and Research organization.

Coach and mentor designers and product partners on research rigor and design craft, raising the quality bar and extending capacity beyond the core team.

10+ years of professional experience in user research and product design, including setting research vision and leading research for complex, technical, or platform-scale products and systems.

Demonstrated ability to operate strategically, shaping product direction and influencing senior cross-functional and executive stakeholders through research-driven insights and compelling design presentations.

Expert-level proficiency in design and prototyping tools (Figma or equivalent), able to produce polished, high-quality deliverables that communicate customer experience and product direction to leadership.

Strong command of qualitative research methods, with sound judgment about which methods fit which questions, and a demonstrated ability to uplevel methods and introduce new approaches for solving ambiguous problems.

A track record of building research practices, operating models, or measurement programs (such as recurring CSAT or voice-of-customer programs) that scaled impact beyond a single team, along with driving design system adoption and contribution across a product area.

Responsible use of generative AI, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.