Senior UX Researcher

United States
Oct, 13
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Onfido is the new identity standard for the internet. That means we only need an image of your ID and a selfie to prove that you’re you. In doing so, we help millions of people connect to the services they need and love more easily, speedily and safely than ever before, whether it’s renting a car or opening a bank account. Our vision is to create an open world where identity is the key to access.
We've received over $200 million in funding from world-class tech investors including TPG Growth, Microsoft, Salesforce to back our vision. And we're just getting started.
Picture yourself at one of the fastest-growing Fintech companies in the world, surrounded by people who support you, challenge you, and inspire you to do the best work of your career.
With a market-leading identity verification offering in the EU, we are now looking for a Senior User Researcher to help us shape the vision for our US-based expansion. Having raised $200m in funding and grown to over 500 team members across eight countries, it's a very exciting time to join our journey and impact the future of the company. 
With that growth, our customer base has become more complex, creating new challenges for strategic decision-making. We are looking for a skilled Senior User Researcher to tackle this new customer group, building meaningful frameworks the whole company can use for alignment, uncovering opportunity areas, validating strategic business decisions with customer insight, and working directly with product teams to guide innovation. 
It will be a rewarding and important role as you will be central to the success of one of our top company goals.

In this role, you will achieve this by:

    • Designing, organizing and conducting primary research, exploring the behaviors and motivations of our customers through various qualitative methods.
    • Leading foundational discovery research to make sense of our US-based customer groups to guide company-level strategic decision-making. 
    • Working directly with product teams to ensure UXR learning is integrated into the product development process and our research roadmap delivers insight in time for key milestones. 
    • Partnering with growth and sales-related initiatives to develop an approach to passive learning during the sales process and developing relationships with customers to increase access to insight touchpoints.
    • Utilising a rigorous approach to data collection, synthesis, and storytelling through our research repository tool. 
    • Creating easy to consume content that develops customer empathy across the company. 
    • Being a reliable and credible voice of customers, providing guidance and influencing decisions that impact Onfido’s direction as a company.
    • Pushing the quality of our work forward through attention to detail, asking the right questions, pushing strategic thinking, problem-solving, impeccable craft and actively developing the work of other user researchers.
    • Becoming a key contributor in growing the maturity of our User Research practice.
    • Working autonomously, whilst knowing support is there if needed

Our Global team and where you would be based:

    • We are a flexible remote-first workforce enabling our team to find a work mode that is best for them! Where there is an office, those interested are welcome to come into the office or work from home, depending on their preference.
    • For this role, we are looking for someone in the greater NYC area for ease of collaboration with local PMs and US customers. (There is no requirement to come into the office daily, but we believe there is value in being able to easily coordinate in-person meetings) 
    • You will be joining a small but mighty User Research team of four that lives within a supportive Product Design team with experienced leadership and a mature operational foundation. 
    • Our Design team and Onfido at large is headquartered in London, but distributed globally with teams across Europe, Delhi, SE Asia, and the US. 

About You:

    • We don’t expect everyone to have every type of experience on our list. If you have a lot of the relevant skills and think you’d be good at the role, we’d love to hear from you.
    • You have extensive experience in user, UX, or design research, with a well-developed toolkit of a range of qualitative research methodologies. (Experience in quantitative research methods would be a welcomed bonus!) 
    • You have experience preparing large and more complex discovery research unaided, managing multiple stakeholders, pushing for razor-sharp problem definition, adapting scope where needed, and delivering concise and impactful synthesis of complex concepts.
    • You enjoy ambiguity and have a passion for finding clarity in the unknown.
    • You see patterns and connect dots as part of your daily process—not afraid to dig deep, get into the details and course-correct when needed.
    • You have a strong creative and conceptual vision that allows you to identify new ideas that break complex concepts into simple, compelling frameworks.
    • You are a strong storyteller and communicator, able to speak fluently to business people, designers, engineers and other stakeholders.
    • You have experience working directly with customers and clients. 
    • You hold your own work to a very high standard and inspire high-quality output from others. 
    • You are a seasoned professional and talented leader who can mentor others.
    • You thrive in a dynamic environment and are able to execute with autonomy.

About us:

    • We're committed to making Onfido a fantastic place to work, so we go to great lengths to give you what you need to succeed.
    • You’ll receive:
    • Share options in Onfido through our equity schemes. Share options have a one year cliff and start vesting after probation over a four year period
    • 25 days holiday
    • Two paid volunteering days per year.
    • Bupa Private Medical and Dental Insurance
    • Life Assurance (3x Annual Base Salary)
    • Pension with The People’s Pension (employer contribution 4% of base salary)
    • Generous paid parental leaveFree mental health coaching provided online.
    • Life enrichment allowance of up to £80 per month to use for services including gym, yoga, fitness classes, massages, childcare and therapy.
    • Dedicated learning opportunities including language classes (currently Spanish, French and English), a team training budget for training and conferencesOur open and transparent culture is reflected in our “Better Together” motto and we bring this to life by meeting once a week for our global weekly roundup (OnFriday); holding quarterly team socials; with our annual company launch week where we all gather from across the globe in London to regroup for the year ahead.

What Next?

    • Apply! We’ll then assess your application against the role and other applicants. If successful, we’ll begin a two-way conversation where we can both find out a bit more about each other. Typically, this will involve discussions with your peers and our Director of User Research before closing out with an on-site presentation and behavioural interview with the team. We’ll be here to support you throughout the interview process to ensure that you are comfortable and prepared.
    • The process from application to completion should take two to four weeks, depending on our calendars.
Onfido Culture
Onfidoer’s share a set of core values and want to hear from you if you believe in:
> Succeeding together; you work collaboratively and put the team first
> Taking pride; you care about quality, producing great work and customer / user outcomes
> Creating customer buzz; you demonstrate a strong user / customer focus
> Learning things & sharing them; you have a natural curiosity and default to sharing knowledge with others
> Finding a better way; you’re adept at finding solutions, experimentation and innovating to make things better
Along with our multi-national team in our London HQ we have offices in EMEA, America and APAC, making Onfido an exciting and culturally enriching place to work.
Onfido Balance
Personal hyper-growth requires a fast-moving environment, a clear career development plan and—crucially—looking after ourselves.
Onfido Balance is the toolkit we’ve developed to succinctly communicate our benefits offering:
> Our Body benefits prioritise health, wellbeing, exercise and recovery. 
> Our Head benefits are focussed heavily on learning whatever your learning style, mental wellness and flexible working.
> Our Heart benefits are framed around sharing our success with our peers, our local communities and our future selves in the form of equity, corporate social responsibility and better togetherness.
Check out Life at Onfido via our LinkedIn Careers Page!
Please note: Onfidoers are all working from home for the time being. We also have switched to a virtual recruitment process and all our Newfidos will be onboarding remotely. Stay Safe!
Onfido is committed to creating a diverse and inclusive work environment. We're always on the lookout for talented, passionate people and encourage applications from all backgrounds regardless of age, disability, gender, sexual orientation, parental status, race or religion. If you need reasonable accommodation at any point in the application or interview process, please let us know.
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