Discover COVID-19 remote payment solutions.


Back to all jobs

Global Head of Research Operations

Berlin, Germany · Design

Our global team of 70+ designers have deep expertise in User Experience Research, Product Design and Brand Design. We are building additional capabilities in areas including industrial design, motion design, data visualization, UX writing and UR/design operations. 

Most Product Designers and Researchers work in co-located cross-functional teams, across all our offices in Berlin, Warsaw, Cologne, Copenhagen, Sofia and São Paulo. They develop solutions for our core payments product including our bespoke hardware, as well as a suite of software tools that support merchants as they grow their business. We believe in quality, in making complex business tools simple, and in using data to anticipate merchants needs as their business grows. 

We pride ourselves on our close collaboration, transparency, and  placing our merchant-base of over 1 million global business owners (36+ languages) at the heart of each and every decision we make. User research and continuous knowledge building of our merchant-base is the foundation for these decisions.

What you're going to do

As a Global Head of Research Operations you are joining the global SumUp Research team committed to building products and services based on deep merchant knowledge. You are a proven manager who excels at driving operational efficiency, with a solid understanding of the UX design processes, managing participant recruitment and retention, and ensuring quality merchant engagement. You will work closely with the Global Research Team to convert this knowledge into actionable priorities and world class design solutions. You will collaborate with your peers to set clear methods and standards to support their study goals and organize the planning and execution of UX research projects and continuously deepen the actionable knowledge of our merchants.

Specific tasks will include

  • Help define research processes, tools and best practices to ensure efficiency, consistency and quality or research on a global level

  • Contribute to Continuous Knowledge Building through setting up and maintaining a research repository, onboarding contributors, socializing access and use across the company

  • Provide oversight of key research workflows such as participant recruitment and scheduling, data collection logistics, research how-to guidelines, templates, and process documentation 

  • Ideate and help create a research lab for in-person interviews, user testing observations 

  • Manage best practices for legal and ethical research, asset management (data storage, privacy/GDPR compliance ect.), NDAs 

  • Coach local and distributed team members throughout the execution of research projects, while fostering their long-term development through mentoring and training opportunities, as well as knowledge sharing sessions

  • Manage stakeholder needs and help prioritize well-defined projects that address identified areas of need for actionable research

Your Profile

  • You have 10+ years of user research experience, and 3+ years of research project management

  • You have strong experience with fundamental qualitative and quantitative user research practices, and knowledge of when to employ them most effectively

  • You have proven record of successful concurrent coordination of multiple projects of varying levels of complexity, moving at velocity across different product areas

  • You know how to analyze and work with business and product data tracking

  • You have knowledge of UX standards, and bring strong background in psychology, social sciences, human-computer interaction, or anthropology to the practice

  • You have the ability to adapt to shifting priorities/evolving stakeholder needs and can pivot user research workflows

  • You have strong oral and written communication skills in English and ideally one other language relevant to our global reach (German, French, Spanish, Portuguese, Italian)


  • Be part of a welcoming and international community of 1700 people from over 50 nationalities across 12 global offices. We get together regularly for breakfast, brunches, cocktail nights and office parties

  • Visa and relocation support for a smooth transition to living and working in Berlin

  • Budget for attending conferences and advancing your career. We encourage you to speak at conferences and give talks!

  • Regular knowledge sharing and discussion session for the whole design team

  • Football, Bouldering & Running teams

  • SumUp Corporate Pension Scheme

  • Free German classes & Yoga classes

  • All the startup swag you expect: kicker table, unlimited drinks & fruits

About SumUp

We believe in the everyday hero.

Small business owners are at the heart of all we do, so we create powerful, easy-to-use financial solutions to help them run their businesses. With a founder’s mentality and a 'team-first’ attitude, our diverse teams across Europe, South America and the United States work together to ensure that the small business owners we partner with can be successful doing what they love. 

SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

SumUp will not accept unsolicited resumes from any source other than directly from a candidate.