Key Responsibilities:

• Plan, scope, and execute qualitative and quantitative studies (generative discovery, contextual inquiry, workflow observation, and evaluative usability tests) aligned with product roadmap priorities.
• Formulate test plans, draft task-based interview scripts, screen and schedule participants, and moderate testing sessions.
• Work closely with product designers before and after sprints—turning wireframes and prototypes into structured tests, and delivering concrete, actionable UI/UX recommendations.
• Provide fast-turnaround, structured summaries (e.g., top usability issues, task completion friction, user quotes, and screen-by-screen recommendations).
• Maintain the Research Repository: Keep past studies, recordings, and user feedback organized and easily searchable.
• Regularly shadow customer support and operations calls, review inbound support tickets, and analyze operational issue logs to identify recurring platform friction and unarticulated user pain points.
• Define, capture, and track standardized UX metrics across testing cycles and live features.

What we are looking for:

• Experience: 2+ years of hands-on UX research experience, with a solid portfolio of studies conducted for digital products.
• Strong execution speed and pragmatism—comfortable delivering actionable insights within sprint cycles.
• Understanding of how merchants and operational users work, with a focus on speed, clarity, error reduction, and workflow efficiency.
• Communication: Ability to summarize user behavior clearly into direct, prioritized recommendations for the product and design team.
• Proficiency in Microsoft Clarity (or similar session recording/heatmap tools) to uncover UX friction and interaction issues.
• Working knowledge of Metabase (filtering data, interpreting product dashboards, and extracting baseline behavioral metrics) to support qualitative research with quantitative evidence.