About Shift:

We believe car buying should be fun, fair, and accessible to everyone. We’ve set out to transform an industry, using technology to bring transparency and convenience to the car buying process. 

And we aren’t stopping there. We seek to bring that same openness and simplicity to car ownership too, with payments, maintenance, and insurance in one easy app. At SHIFT, we’re building the tools that empower people to buy, own, and sell the cars that make life go.

About the role:

Help Shift transform the consumer experience around buying and selling used cars. We’ve set out to flip the script on this notoriously customer-unfriendly industry by creating a used car marketplace that puts customers at the center, aligns with them instead of against them, and creates value for them at every step in the process. We want every Shift customer to love the car they buy from us, and the experience of buying it from Shift.

As the Lead UX Researcher at Shift, you’ll be working closely with product management, design, engineering, and business partners to integrate customer insights into business decisions. You’ll get the chance to lead the research team, establish a research operations practice and grow the integration of insights into the business. You’ll be seen as a subject matter expert and a key member of the Product-Design organization, playing a key leadership role in the building of customer-centric strategies and culture. This is an exciting opportunity for a highly motivated, dynamic individual who enjoys interacting with customers, solving problems and wants to help shape Shift into a more responsive, trusted, customer-centric organization.

What you'll do:

• Establish and maintain a Research Ops practice that delivers meaningful insights in an Agile, and fast-paced environment
• Develop research roadmaps and strategies to build the research acumen across the organization
• Translate customer insights into compelling stories, journey maps, and reports that direct actions in the organization
• Share customer insights with large and diverse stakeholder groups
• Prepare for, and conduct, research along with product managers and designers
• Collaborate with others to determine an appropriate solution based on research
• Act as a member of the VOC committee, sharing customer insights with the organization

What we ask for:

• 8+ plus years of doing both quantitative and qualitative user and customer experience research
• A strong understanding of user research and human-centered design
• An analytical approach to testing new features
• Leadership experience as the architect, change-agent, and champion of research across an organization
• Strong analytical and critical thinking skills
• Ability to articulate customer benefits in a quantifiable, measurable, monetary manner designed to demonstrate value to the business
• Proven business acumen, and adept at thinking and communicating in a commercial context  to translate insights into practical and quantifiable business impacts/results, ROI, success measures, etc. 
• A proven ability to comfortably and effectively build and maintain a broad range of  relationships and at a variety of levels, internally and externally, and to champion customer  data, research and analytics in all decisions
• Strong communication (written, oral, presentation) skills and a high level of comfort and  credibility acting as a subject matter expert
• Comfort analyzing and reporting both qualitative and quantitative data using diverse methods such as interviews, usability testing, surveys, ethnography, persona development, and journey mapping
• Experience integrating research platforms such as User Testing, User Zoom, or Sprig into an organization

Who We Are

At Shift, we’re all about growth - which means people who are eager to grow, who are ready to roll up their sleeves and learn new things. We were founded by a scrappy group of visionaries who were by no means “car experts” - so we don’t expect you to be one, either!

We’ll take the open-minded go-getter over the pure subject matter expert any day. In that spirit, we also care about building a diverse and inclusive workplace and company. To put it simply, cars are meant for everyone, so we believe our company should be, too. We never discriminate against any candidate on the basis of gender, sexual orientation, gender identity, age, race, ethnicity, religion, color, national origin, marital status, veteran status or disability status. We welcome and encourage people of all backgrounds and walks of life to apply, even if you’re unsure if you meet all the requirements. (Even if this particular role isn’t the right fit, chances are we will have the right one soon!)

Why Join Now? 

Having gone public in October 2020 (NASDAQ: SFT), we are at the beginning of our journey and hope you join us for the ride! Shift is a leading end-to-end auto e-commerce platform transforming the used car industry with a technology-driven, hassle-free customer experience. Shift’s mission is to make buying or selling a used car simple and trustworthy for everyone. 

We provide comprehensive, digital solutions throughout the car ownership lifecycle: finding the right car, having a test drive brought to you before buying the car, a seamless digitally-driven purchase transaction including financing and vehicle protection products, an efficient, digital trade-in/sale transaction, and a vision to provide high-value support services during car ownership. 

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Shift is an Equal Employment Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.