Senior User Researcher

Instacart
San Francisco, CA

Instacart is building the best way for people anywhere in the world to shop for groceries. Since Instacart started in 2012, we’ve launched same-day delivery in 200 US markets. We are laser focused on delivering groceries from your favorite stores right to your door. We now cover over 60% of US households and aim to have 80% coverage by the end 2018—that's 90 million households! From a technology point of view, the platform is complex, rapidly scaling and processing millions of transactions in real-time all of the time. Our technology coupled with operational expertise enables Instacart to deliver fresh groceries in as little as an hour. This is a difficult problem to master and we are making it happen. Every day, we solve incredibly hard problems to create an experience for our customers that is absolutely magical. 

We are currently seeking two Senior User Researchers to specialize on the customer experience and the Instacart Shopper experience (aka Fulfillment), respectively. Senior User Researchers at Instacart have tremendous opportunity to shape the direction of the product with user-driven change and development. You will be joining a rapidly growing research team in an organization with great enthusiasm and appetite for insights.

Qualifications: 

We rely on our values to guide our decisions: Solve for the Customer, Every Minute Counts, This is Your Baby, Go Far, Together and Of Course, But Maybe. What does this mean for your role? We are looking for someone who has:

  • 5+ years conducting research in a consumer-focused product organization - bonus points if the product served multiple customer types
  • Deep understanding and experience with various qualitative and quantitative research methodologies and techniques such as contextual inquiries and interviewing, usability testing, surveys, workshop facilitation, usage data analysis and triangulation
  • Experience managing and prioritizing concurrent projects involving cross-functional teams
  • Experience dealing with high levels of organization complexity, working directly with product managers, designers, and engineer, taking into account business and technical constraints when planning research and making recommendations
  • Clear and compelling presentation skills with proven ability to integrate insights into product design and a user-centered design practice
  • Ability to work flexibly and efficiently, executing rigorous research in a timely manner
  • Extreme organizational and time-management skills
  • Ability to use research insights to develop personas, journey maps and process flows
  • A passion for user research, the user, and a truly collaborative spirit
  • Ability to self-manage, self-motivate and deal with large amounts of complexity and ambiguity
  • Willingness to do whatever needs to be done, from recruiting and managing technical setup for a study to training engineers, designers, and PMs to help with data collection for large-scale user research projects
  • Advanced degree desired; minimum of Bachelor's degree in Psychology, Cognitive Science, Human-Computer Interaction, Design, Human Factors, Anthropology, a related field or the equivalent experience
Responsibilities: 
  • Act in a consultative and advisory role to product managers, designers, and engineers on the product team to identify research topics and proactively plan generative and evaluative research
  • Define success metrics, goals and testable hypotheses, then plan research activities based on those definitions
  • Independently execute multi-phased research projects end-to-end, including writing screeners and scripts, moderating user interviews, analyzing and synthesizing findings, and making strong recommendations to the team
  • Work with other research-related functions such as market research, data science, and analytics to triangulate and contextualize user research findings
  • Identify meaningful insights that fuel improvements to our product features and ignite new ones
  • Communicate and present insights to various stakeholders in a clear and persuasive manner
  • Ensure research is integrated into the product development process wherever it can have a meaningful impact
  • Facilitate and help shape the research and design process
  • Identify opportunities for research to have greater impact across product teams and throughout the organization
  • Support other researchers by collaborating on research plans and participating in pilot sessions
  • Mentor junior researchers as they support collaborative research efforts and execute independent projects
     
Compensation & Benefits: 
  • Talented and collaborative coworkers who will both push and support you
  • Personal growth plans that let you stretch yourself or grow in new directions
  • Market competitive salary, equity
  • Medical, dental, vision benefits and 401(k) retirement plan
  • Great office in downtown SF
  • Free lunch and dinner in the office; fully stocked kitchen and snack pantry
  • Take what you need vacation (and we really mean it!)
  • 16 weeks maternity leave / 8 weeks paternity leave so you can truly bond with your child
  • Instacart Express Membership

Please apply directly at: https://boards.greenhouse.io/instacart/jobs/1403097