UX Researcher

📋 Description

• • EverCommerce Inc. is seeking a highly skilled and motivated UX Researcher to join our dynamic research team, focusing specifically on our payments product within the Invoice Simple and Joist platforms. As a leading service commerce platform, EverCommerce empowers over 690,000 global service-based businesses with integrated SaaS solutions designed to accelerate growth, streamline operations, and enhance customer retention. Our innovative digital and mobile applications foster predictable, informed, and convenient interactions between service professionals and their clients. With specialized brands like EverPro, EverHealth, and EverWell, we cater to the Home, Health, and Wellness service industries, offering comprehensive business management software, embedded payment solutions, marketing technology, and customer experience applications.
• • This pivotal role is central to shaping how service professionals adopt, trust, and expand their utilization of our payment solutions. Your contributions will directly influence conversion rates, customer retention, and the long-term value of our customers. You will collaborate closely with Product, Design, Marketing, and senior leadership to ensure that customer insights are at the forefront of product strategy, growth initiatives, and the overall execution of the payments experience. Your expertise will be instrumental in driving informed decision-making across these critical areas.
• • Key responsibilities for this role include:
• • Conducting comprehensive research across the entire payments user journey, from initial onboarding and activation through to ongoing usage, building trust, and ensuring long-term retention. This involves understanding user needs, pain points, and behaviors at every touchpoint.
• • Serving as a trusted subject-matter expert in customer research, delivering clear, evidence-based recommendations that directly inform strategic and tactical decisions. Your insights will guide the evolution of our payment products.
• • Partnering effectively across various departments, including Product, Design, Marketing, Sales, Engineering, and Customer Success & Support, to meticulously scope, plan, design, and execute impactful research initiatives that align with business objectives.
• • Employing a diverse range of qualitative and quantitative research methods, such as behavioral data analysis, surveys, funnel analysis, and in-depth interviews, to gain a deep understanding of payments adoption patterns, identify friction points, build trust, and analyze user behavior.
• • Leveraging research findings to actively influence payments strategy, roadmap prioritization, and the development of effective growth initiatives. Your work will directly shape the future direction of our payment products.
• • Skillfully crafting and presenting audience-tailored research assets, including detailed presentations, comprehensive reports, and concise one-pagers, to effectively document and communicate your research findings to stakeholders at all levels.
• • Fostering strong, collaborative relationships with internal teams and stakeholders to ensure robust buy-in and active contribution to cross-functional projects. This includes working closely with product managers, designers, marketers, engineers, and customer-facing teams.
• • Proactively identifying opportunities for research and advocating for user needs throughout the product development lifecycle.
• • Contributing to a culture of user-centricity by sharing insights and best practices across the organization.
• • Staying abreast of industry trends and emerging research methodologies to continuously enhance the team's capabilities and impact.
• • Translating complex user behaviors and data into actionable insights that drive measurable business outcomes.
• • Championing the voice of the customer in all product-related discussions and decisions.
• • Ensuring research methodologies are appropriate for the questions being asked and the data available.
• • Contributing to the development and refinement of research processes and best practices within the team.
• • Collaborating with product teams to define key performance indicators (KPIs) related to payment adoption and user satisfaction, and using research to understand how to improve them.
• • Participating in product strategy sessions and providing user-centric perspectives to inform long-term planning.
• • Conducting competitive analysis from a user experience perspective to identify best practices and areas for differentiation.
• • Facilitating workshops and brainstorming sessions with cross-functional teams to ideate solutions based on research findings.
• • Mentoring junior researchers or team members as needed, sharing knowledge and expertise.
• • Ensuring ethical research practices are followed at all times, particularly when dealing with sensitive user data.
• • Continuously seeking feedback on research processes and outcomes to drive improvement and ensure maximum impact.