Director, User Research

What you’ll be responsible for:

Circle is looking for a Director of User Research to build a brand new practice within our product organization. You’ll help paint a full picture of our customers through strong partnerships with data science, product marketing, and customer support. You’ll own research strategy and related activities, guiding our products to overlap with user needs per segment, helping develop solutions that will be used by thousands of businesses to impact millions of end-users around the world.

What you'll work on:

• Developing an understanding of our customers, their journeys, and their needs in the rapidly changing crypto and blockchain problem space
• Building our user research practice; designing your team’s structure and requisite hiring per your plans
• Collaborating across many teams at Circle to marry quantitative data with qualitative data, providing a vision for how our users think of their needs
• Crafting a user empathy program to ensure the customer is always in mind when decisions are made throughout the organization
• Contributing to a growing product design team, helping install best practices and processes as we scale
• Grow and develop your team of user researchers and coach and mentor product managers and designers in their evaluative efforts

You will aspire to our four core values:

• Multistakeholder - you have dedication and commitment to our customers, shareholders, employees, and families and local communities.
• Mindful - you seek to be respectful, an active listener and to pay attention to detail.  
• Driven by Excellence - you are driven by our mission and our passion for customer success which means you relentlessly pursue excellence, that you do not tolerate mediocrity and you work intensely to achieve your goals. 
• High Integrity - you seek open and honest communication, and you hold yourself to very high moral and ethical standards.  You reject manipulation, dishonesty, and intolerance.

What you’ll bring to Circle:

• More than 12 years of user research experience, driving direct and repeated business impact through your work, and a series of positive customer experiences
• History of contributing to a strong design culture, building a high-functioning team, and contributing to the elevation of others’ work
• Ability to highlight and prioritize the unknown unknowns to help shape roadmap strategies and experiences your users anticipate
• Experience in solving and simplifying service design challenges and/or complex task-based workflows
• Passion for aligning key stakeholders to user needs
• Research mentorship and guidance for fellow researchers, designers, and product management peers