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Global Head of User Research

Berlin · Design

We believe in the everyday hero. Those who have the courage to follow their passion and who have the strength and determination to realise their dreams.

Small business owners are at the heart of all we do, so we're creating 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 small business owners can be successful doing what they love. 

Our global team of 35+ 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 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 Global Head of User Research you will set the foundation for our UX research practice and collaborate closely with the product and tech leadership to shape our products. You will establish clear methods, standards and metrics for gathering qualitative and quantitative insights to continuously deepen the actionable knowledge of our merchants.

  • You will  establish user research and merchant knowledge development as a foundational practice for all teams, focusing on best practices for foundational user research, prototyping, and validation. Key to the success of User Research at SumUp will be a rigorous knowledge management infrastructure and process to make all insights to teams across our global footprint.

  • You will work with teams to develop research awareness, skills for engaging customers, and knowledge for discerning what is important to take into product or innovation practices. You will work with tribe leaders and the leadership team to build understanding of power and value of deep merchant insights to drive product strategy and evolution. In addition to laying the foundation, you will conduct and lead strategic research activities, applying quantitative or qualitative research methodologies to generate actionable insights for our products, brand and strategic direction. 

  • You will establish a voice of the customer program in partnership with key partners and stakeholders across the company.

  • Your success will be embedding researchers in the tribes and teams, having teams advocate for and leverage user knowledge, clear impact on our product suite, and leading an effective global community of practice that feeds the product development process at SumUp.

  • You will mentor researchers and designers, as well as product managers and engineers on the practice of user research, insights and making these tangible.

Requirements

  • You have 10+ years experience as a User Research Leader with experience building successful practices inside of companies and ideally with a global focus 

  • You have lead a team of at least 10+  people

  • You have deep knowledge of qualitative and quantitative research methods and tools across devices and markets, as well as knowledge in quantitative methods

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

  • You have knowledge of hypothesis development for general user research and A/B testing, and understand data-based insights gathering

  • You have built Voice of the Customer programs that incorporate all points of user feedback into actionable findings

  • You have an excellent knowledge of UX standards, and bring deep background in psychology, social sciences or anthropology to the practice

  • You have strong knowledge of turning insights into user models or frameworks, and can lead teams to prioritize product and service strategies or pragmatic solutions

  • You have strong oral and written communication skills in both English and ideally one other language relevant to our global reach. Any other language is a bonus.

  • Your excellent presentation skills will help you collaborate with team members from a wide range of countries and cultures

  • You have experience in working in an agile environment and the ability to adapt quickly to changing product priorities

  • MS or MA in Psychology, Anthropology or Design with strong focus on User Research, or BA with commensurate experience.

Benefits

  • 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!

  • BVG Corporate Ticket

  • 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