UX Researcher, Support

📍 Job Overview

Job Title: UX Researcher, Support

Company: Stripe

Location: US, Canada

Job Type: Full-Time

Category: User Experience Research / Product Development

Date Posted: February 10, 2026

Experience Level: 5+ Years

Remote Status: Remote OK

🚀 Role Summary

• This role focuses on conducting in-depth user research to inform product strategy and enhance customer support experiences within Stripe's financial infrastructure platform.

• It requires a strong command of mixed-methods research, encompassing both qualitative and quantitative approaches to uncover user needs and pain points.

• The UX Researcher will partner closely with product, engineering, design, and leadership teams to translate research insights into actionable product improvements and strategic decisions.

• A key aspect involves enabling broader adoption of research skills across the organization, fostering a user-centric culture.

📝 Enhancement Note: While the job title is "UX Researcher, Support," the responsibilities and company context suggest this role is deeply integrated into product development, focusing on how users interact with Stripe's support systems and overall platform experience. The "Support organization" designation indicates a specialized focus area rather than a purely customer service role.

📈 Primary Responsibilities

• Lead and execute multi-phase, mixed-method user research studies to deeply understand user experiences within the support ecosystem and drive product strategy.

• Analyze Stripe’s Support CSAT (Customer Satisfaction) data to identify areas for user experience improvement and establish a robust user sentiment measurement strategy.

• Conduct comprehensive research across the entire support lifecycle, from optimizing support package offerings to refining self-serve UX workflows.

• Prioritize research needs and methodologies across various work streams to ensure maximum impact and alignment with business objectives.

• Collaborate extensively with business leads, product managers, designers, and engineers to define both long-term product strategy and short-term tactical execution, grounded in user insights.

• Develop and implement research programs, platforms, and toolkits to empower engineers, product managers, and designers to conduct tactical user research.

• Partner with other UX Researchers to contribute to the growth and infrastructure development of Stripe's research practice.

• Disseminate actionable research findings to elevate Stripe's understanding of user needs and uncover innovative opportunities.

📝 Enhancement Note: The responsibilities highlight a blend of hands-on research execution and strategic enablement. The emphasis on CSAT data analysis and self-serve UX workflows points to a focus on operational efficiency and user satisfaction within support channels. The enablement aspect suggests a senior or lead-level expectation for mentoring and program building.

🎓 Skills & Qualifications

Education: While no specific degree is listed, a Bachelor's or Master's degree in Human-Computer Interaction, Psychology, Sociology, Anthropology, Computer Science, or a related field is often preferred for UX research roles.

Experience: 5+ years of relevant user research experience, with a strong emphasis on customer experience, longitudinal research, or service design research. Experience working on B2B, customer-facing, or enterprise products is highly advantageous.

Required Skills:

• Proven ability to lead and conduct complex, multi-phase, mixed-method research studies (qualitative interviews, surveys, ideation sessions, ethnographic field research, usability evaluation, diary studies).

• Proficiency in distilling complex research findings into clear, compelling, and data-backed presentations, data visualizations, and infographics.

• Demonstrated experience in translating user insights into actionable product strategy and tactical recommendations.

• Strong collaboration and communication skills, with the ability to partner effectively with product managers, designers, engineers, and business stakeholders.

• Hands-on research execution capability, from planning and recruiting to analysis and insights delivery.

Preferred Skills:

• Expertise as a mixed-methods researcher with balanced qualitative and quantitative skills.

• Experience in fast-paced, earlier-stage product development environments.

• Ability to integrate research findings seamlessly into product and design roadmaps.

• Skilled in storytelling and explaining research work, processes, and decisions to diverse cross-functional audiences.

• Experience in building or scaling research platforms, systems, or programs within an organization.

• A strong understanding of how to balance urgency with methodological rigor and adapt research approaches as needed.

📝 Enhancement Note: The distinction between minimum and preferred qualifications suggests that candidates with a strong foundation in core research methodologies and communication will be considered, but those with experience in scaling research practices and mixed-methods expertise will have a distinct advantage. The emphasis on B2B and enterprise products aligns with Stripe's target market.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a history of leading impactful research initiatives from conception to delivery, showcasing end-to-end research project management.

• Provide case studies that clearly articulate the research problem, methodologies used, key findings, and the direct impact of those insights on product decisions and user experience improvements.

• Include examples of how qualitative and quantitative data were integrated to form a comprehensive understanding of user behavior and needs.

• Showcase the ability to translate research findings into tangible deliverables such as user personas, journey maps, usability reports, and strategic recommendations.

Process Documentation:

• Clearly outline your approach to research planning, including stakeholder alignment, defining research questions, and selecting appropriate methodologies.

• Detail your experience with participant recruitment strategies, ensuring diverse and representative sample groups.

• Showcase your methods for data analysis, synthesis, and the generation of actionable insights, particularly for mixed-methods studies.

• Present examples of how you communicate research findings to different audiences, emphasizing clarity, impact, and the ability to drive decision-making.

📝 Enhancement Note: For a role focused on both research execution and enablement, the portfolio should emphasize strategic thinking, methodological breadth, and the ability to influence product direction. Evidence of building research capabilities within an organization will be a significant differentiator.

💵 Compensation & Benefits

Salary Range: Based on Stripe's typical compensation structure for experienced researchers in North America and the specified locations (Atlanta, GA; Toronto, Canada; Eastern/Atlantic Canada), a competitive salary range would likely fall between $120,000 - $180,000 USD (or equivalent CAD). This estimate considers the 5+ years of experience requirement, the specialized nature of the role within a leading FinTech company, and regional market rates for UX Research professionals.

Benefits:

• Comprehensive health, dental, and vision insurance plans.

• Generous paid time off and holidays, supporting work-life balance.

• Retirement savings plan with company matching (e.g., 401(k) in the US, RRSP in Canada).

• Professional development budget for conferences, training, and continuing education in UX research methodologies.

• Stock options or equity grants, providing a stake in Stripe's growth.

• Parental leave policies.

• Wellness programs and stipends.

• Remote work support, including home office stipends.

Working Hours: A standard full-time work week, typically around 40 hours, with flexibility to accommodate research needs and collaboration across different time zones. Occasional evening or weekend work may be required for participant interviews or critical project deadlines, with compensatory time off encouraged.

📝 Enhancement Note: Stripe is known for offering competitive compensation and benefits packages, often including equity. Salary estimates are based on publicly available data for similar roles at tech companies in major North American cities and the specified experience level. The inclusion of both US and Canadian locations requires consideration of regional cost of living and salary benchmarks.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Technology (FinTech), specifically focusing on payment processing, financial infrastructure, and online commerce enablement. Stripe operates in a highly competitive and rapidly evolving global market.

Company Size: Stripe is a large, established technology company, with employee numbers often reported in the thousands (typically 5,000-10,000+ employees). This implies a structured environment with established processes, but also opportunities for impact within specialized teams.

Founded: Stripe was founded in 2010. This relatively young age for a major tech company suggests a culture that may still retain elements of a fast-paced, innovative startup, balanced with the maturity of a global enterprise.

Team Structure:

• The UX Research team is part of Stripe’s broader Design organization, indicating a strong emphasis on design thinking and user experience as core to product development.

• This specific role is dedicated to the Support organization, meaning the researcher will work closely with product, engineering, sales, and design teams focused on support initiatives and customer success.

Methodology:

• Stripe's approach likely emphasizes data-driven decision-making, combining quantitative metrics with qualitative user insights.

• The company values rigorous research and a deep understanding of user needs to build world-class products.

• There's a clear initiative to democratize research, empowering non-researchers to conduct studies, suggesting a focus on scalable research practices and toolkits.

Company Website: https://stripe.com/jobs

📝 Enhancement Note: Stripe's mission to "increase the GDP of the internet" suggests a company culture driven by innovation, global impact, and a strong problem-solving ethos. The emphasis on enabling other Stripes to conduct research indicates a commitment to embedding user-centricity across all functions.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as an experienced UX Researcher (5+ years). It implies a level of autonomy and strategic contribution, moving beyond execution to influencing product direction and potentially mentoring junior researchers or enabling non-researchers. The focus on a specific organization (Support) suggests specialization.

Reporting Structure: The UX Researcher will likely report to a Lead UX Researcher, Research Manager, or Head of UX Research within the Design organization. They will work closely with product managers, engineering leads, and design leads within the Support vertical.

Operations Impact: The UX Researcher's work will directly impact Stripe's ability to retain and grow its customer base by ensuring its support systems and experiences are intuitive, effective, and meet user needs. This translates to reduced churn, increased customer satisfaction, and improved operational efficiency for Stripe's clients. Insights generated can influence product packaging, feature development, and overall service strategy.

Growth Opportunities:

• Specialization: Deepen expertise within the FinTech/Support domain, becoming a go-to expert for user insights in this critical area.

• Leadership: Advance into senior or lead researcher roles, managing research programs, mentoring teams, or taking on more strategic oversight.

• Research Practice Development: Play a key role in shaping and scaling Stripe's UX research practice, building new programs, tools, and frameworks.

• Cross-Functional Mobility: Leverage deep product and user understanding to potentially move into product management or strategic roles within Stripe.

• Skill Expansion: Develop expertise in quantitative analysis, service design, or other related fields through internal learning opportunities and project exposure.

📝 Enhancement Note: The role offers significant opportunities for career advancement, particularly for individuals who can demonstrate strategic impact, leadership potential, and a commitment to building research capabilities. The focus on enabling others is a strong indicator of growth potential into more senior or managerial positions.

🌐 Work Environment

Office Type: Stripe operates with a hybrid model, offering flexibility for remote work. While not strictly tied to a physical office for this role, Stripe maintains modern office spaces in key locations, designed to foster collaboration and innovation.

Office Location(s): The role is open to candidates in Toronto, Canada, or Atlanta, GA. Candidates in Eastern or Atlantic time zones in Canada are also considered, accommodating a wider geographic reach for remote talent.

Workspace Context:

• The environment is highly collaborative, requiring regular interaction with product managers, designers, engineers, and leadership through various communication tools (e.g., Slack, Zoom, internal platforms).

• Access to a robust suite of research tools, analytics platforms, and internal data sources is expected to support in-depth analysis and insight generation.

• Opportunities for informal knowledge sharing, design critiques, and research syncs with a diverse global UX research team are likely.

Work Schedule: A standard 40-hour work week is typical, but flexibility is often provided to accommodate research activities, cross-time zone collaboration, and personal needs. The emphasis is on impact and results rather than strict adherence to office hours, especially for remote roles.

📝 Enhancement Note: The remote-friendly nature of this role, combined with Stripe's presence in major tech hubs, suggests a dynamic and adaptable work environment. The focus will be on effective communication and collaboration, regardless of physical location.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screen: A recruiter or hiring manager will conduct a brief call to assess overall fit, experience, and interest.

• Hiring Manager Interview: A deeper dive into your research experience, methodologies, and foundational understanding of UX research principles.

• Portfolio Review & Presentation: You will likely be asked to present a selection of your work, showcasing your research process, problem-solving skills, and impact. This is a critical stage where you demonstrate your ability to articulate complex findings clearly. Prepare 2-3 robust case studies.

• Cross-Functional Interviews: Interviews with key stakeholders such as Product Managers, Designers, and Engineers from the Support organization. These will focus on your collaboration style, ability to influence, and how you translate research into actionable product decisions.

• Research Team Interview: A session with fellow UX Researchers to assess your research craft, methodological depth, and potential to contribute to Stripe's research practice.

• Final Round/Executive Interview: Potentially with a senior leader to discuss strategic thinking, leadership potential, and alignment with Stripe's mission and values.

Portfolio Review Tips:

• Curate Strategically: Select projects that best showcase your mixed-methods expertise, ability to drive impact in a B2B/enterprise context, and experience with customer support or service design.

• Structure for Clarity: For each case study, clearly outline: the problem statement, your role and responsibilities, the research questions, methodologies used (and why), key findings, actionable insights, and the impact/outcome of your research.

• Show, Don't Just Tell: Use visuals (e.g., personas, journey maps, data visualizations) to illustrate your findings and process. Quantify impact whenever possible (e.g., "increased conversion by X%", "reduced support tickets by Y%").

• Highlight Collaboration: Demonstrate how you partnered with cross-functional teams and influenced decision-making.

• Address Support Focus: Ensure at least one case study ideally relates to customer support, service design, or improving user workflows in a complex system.

Challenge Preparation:

• Be prepared for potential research design exercises or case studies that require you to outline a research plan for a given problem statement related to Stripe's support experience.

• Practice articulating your research process and findings concisely and persuasively.

• Understand Stripe's business and its user base (developers, businesses) to frame your answers effectively.

📝 Enhancement Note: The interview process at Stripe is typically thorough, emphasizing both research craft and collaborative impact. The portfolio review is a crucial component, requiring candidates to clearly articulate their process and demonstrate tangible outcomes.

🛠 Tools & Technology Stack

Primary Tools:

• Research Platforms: Tools for managing research studies, participant recruitment, and scheduling (e.g., UserTesting.com, Lookback, Dovetail, Maze).

• Collaboration & Communication: Slack, Zoom, Google Workspace (Docs, Sheets, Slides), Jira, Confluence.

• Data Analysis & Visualization: SQL (for data extraction), Tableau, Looker, or similar BI tools for data exploration and visualization; potentially R or Python for advanced statistical analysis.

• Survey Tools: SurveyMonkey, Qualtrics, Google Forms for quantitative data collection.

• Design & Prototyping Tools: Figma, Sketch (for understanding design artifacts and conducting usability tests on prototypes).

Analytics & Reporting:

• Stripe's internal analytics dashboards for understanding user behavior and CSAT metrics.

CRM & Automation:

• Understanding of CRM systems (e.g., Salesforce) and customer support platforms (e.g., Zendesk) in a B2B context, as these often inform user workflows and support interactions.

• Familiarity with automation concepts within support or product workflows.

📝 Enhancement Note: While specific tools are not listed, a UX Researcher at Stripe would be expected to be proficient in industry-standard research tools and have a strong analytical aptitude, including the ability to work with data and potentially query databases (SQL) for insights.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for user needs in all product decisions.

• Impact-Driven: Focus on delivering actionable insights that lead to measurable improvements and business outcomes.

• Collaboration: Strong emphasis on working effectively with cross-functional teams to achieve shared goals.

• Rigour & Pragmatism: Balancing methodological excellence with the need for timely, actionable insights in a fast-paced environment.

• Global Perspective: Understanding and catering to a diverse, global user base.

• Long-Term Thinking: Building scalable and sustainable solutions that contribute to Stripe's mission.

Collaboration Style:

• Highly collaborative, with researchers embedded within product teams and working closely with PMs, Designers, and Engineers.

• Emphasis on open communication, feedback exchange, and shared ownership of product outcomes.

• A culture of empowering others to understand and utilize research, fostering a shared responsibility for user understanding.

📝 Enhancement Note: Stripe's culture is known for being intellectually curious, driven, and focused on execution. The emphasis on enabling research suggests a collaborative spirit where knowledge sharing and skill development are valued across teams.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling Research: As Stripe grows, the challenge of scaling research practices and ensuring consistent quality across a large organization will be significant.

• Complexity of Support: Understanding the intricate needs of diverse user segments (developers, businesses of all sizes) interacting with Stripe's support ecosystem.

• Balancing Speed and Rigor: Navigating the demands of a fast-paced product development cycle while maintaining methodological integrity.

• Influencing Strategy: Effectively translating research insights into strategic product direction and securing buy-in from various stakeholders.

• Data Integration: Synthesizing qualitative findings with complex quantitative data (CSAT, usage metrics) to form a holistic view.

Learning & Development Opportunities:

• Advanced Methodologies: Opportunities to hone skills in quantitative analysis, longitudinal studies, service design, and experimental design.

• Domain Expertise: Deepen understanding of the FinTech industry, payment systems, and the unique challenges faced by businesses online.

• Research Practice Building: Contribute to the development of Stripe's research infrastructure, tools, and best practices.

• Mentorship: Access to experienced researchers and leaders within Stripe for guidance and career development.

• Cross-Functional Exposure: Gain valuable experience working with world-class product, engineering, and design talent.

📝 Enhancement Note: This role presents an opportunity to tackle complex research challenges within a leading FinTech company, with ample room for professional growth and the chance to shape how user research is conducted and valued at Stripe.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led a multi-phase, mixed-method research study. What were the key decisions you made, and what was the outcome?" (Focus on your process, rationale for methods, and impact.)

• "How would you approach understanding and improving the user experience of Stripe’s support documentation or self-serve resources?" (Demonstrate your strategic thinking and ability to break down a complex problem.)

• "Tell me about a challenging situation where you had to influence stakeholders to act on your research insights. What was your approach, and what did you learn?" (Highlight your communication, persuasion, and stakeholder management skills.)

Company & Culture Questions:

• "Why are you interested in working at Stripe, specifically within the Support organization?" (Research Stripe's mission, values, and recent news related to support or customer experience.)

• "How do you see your skills contributing to Stripe's goal of increasing the GDP of the internet?" (Connect your UX research impact to broader business goals.)

Portfolio Presentation Strategy:

• Tell a Compelling Story: Structure your case studies as narratives that highlight the problem, your journey, and the resolution/impact.

• Be Methodologically Sound: Clearly explain why you chose specific research methods and how they helped answer your research questions.

• Quantify Impact: Whenever possible, use metrics to demonstrate the value and impact of your research.

• Showcase Collaboration: Explain how you worked with cross-functional partners and how their input shaped your research or the outcome.

• Focus on Actionability: Emphasize how your insights translated into concrete product or strategic recommendations.

📝 Enhancement Note: Prepare to deep-dive into your portfolio. Expect questions that probe your decision-making process, your ability to handle ambiguity, and your capacity to drive real-world impact through research.

📌 Application Steps

To apply for this UX Researcher position:

• Submit your application through the Stripe careers portal via the provided URL.

• Customize Resume: Tailor your resume to highlight experience in mixed-methods research, B2B/enterprise products, customer support UX, and any experience in scaling research practices. Use keywords from the job description.

• Prepare Your Portfolio: Select 2-3 of your strongest research projects that best align with the role's requirements, focusing on impact, methodology, and collaboration. Ensure clear documentation of your process and outcomes.

• Research Stripe: Understand Stripe's business model, its user base (developers, businesses), its mission, and recent developments in its product or support offerings.

• Practice Interview Responses: Prepare thoughtful answers to common UX research interview questions, focusing on behavioral examples and strategic thinking, especially concerning the Support organization and research enablement.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.