Principal User Experience (UX) Researcher

Fiserv • Sunnyvale, CA

1d

About The Position

Calling all innovators - find your future at Fiserv. We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv. Job Title Principal User Experience (UX) Researcher At Clover, we are committed to providing small businesses the tools, technology, and support they need to succeed and grow. Our solutions let you accept payments, run your business, and sell more. As part of Fiserv, we come from a larger team of problem solvers that serve millions of businesses worldwide. That means that our Clover customers benefit from a wealth of experience, technology and industry expertise. What does a successful Principal UX Researcher do at Clover? You are the champion of the Clover experience. As a Principal UX Researcher, you will advocate for the diverse needs of small business owners, employees, and their customers. You act as a bridge between real-world usage and product development, ensuring that our research participants match the diversity of our merchants and their customers. You are the kind of person who can’t walk into a cafe without observing how the point-of-sale system is being used—and you have a burning desire to bring those insights back to your team to drive meaningful change.

Requirements

• 10+ years of experience in UX research, with a proven track record of driving strategy for multi-sided platforms within the small business software, payment or fintech industry.
• Educational Background: Bachelor’s or Master’s degree in Human-Computer Interaction, Psychology, Sociology, Anthropology, or a related field.
• Research Mastery: Expert-level command of planning and executing end-to-end research, from complex longitudinal studies to rapid tactical testing, using both qualitative and quantitative methods.
• Pattern Identification & Data Synthesis: Proficiency in processing research data to identify core themes and behavioral patterns using methods like affinity mapping, clustering, and thematic analysis to turn raw observations into clear, actionable insights.
• AI-Augmented Research: Experience leveraging AI to accelerate the research lifecycle—such as using LLMs for rapid synthesis of transcripts, sentiment analysis, or identifying initial themes within large qualitative datasets.
• Tool Proficiency: Mastery of the modern research stack, including UserTesting, Qualtrics, Miro, Excel/Google Sheets, and Figma
• Successes in Research Ops: Experience helping to build a growing UXR practice within a larger corporate structure through hiring and mentoring, and improving tools and processes.
• You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

Responsibilities

• Rigorous Research Design and Execution: Conduct careful mixed-method research using a variety of methods appropriate to the research question, budget, and timeframe: Qualitative: Usability testing, 1-on-1 interviews, field studies (contextual inquiry). Quantitative: Surveys, card sorting, and tree testing. Artifacts: Creating and maintaining user personas and journey maps to align the team.
• End-to-End Ownership: You aren't just helping; you are leading initiatives from initial planning and recruiting to the final presentation.
• Influence: The insights you uncover will influence product strategy; You will align your research with business goals and unlock key decisions.
• Mentorship: Mentor junior researchers and help grow the internal UXR practice.
• Drive Insight and Empathy: Lead the effort to incorporate research-based insights into the product development process for Clover’s POS, payment, and business tools.
• Scale the Practice: Partner closely with the UXR Lead to grow and mature the research practice within the broader Clover design team.
• Cross-Platform Collaboration: Work across the entire Clover ecosystem, including Android apps, web-based tools, and POS devices.
• Advocate for Merchants and Customers: Translate complex merchant needs into actionable feedback for product teams to improve the merchant, cashier, kitchen, and customer experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal