About the role 

Put members first - that’s the User Research team’s north star. We’re looking for our first Senior Researcher Manager, Member Experience to lead our “Research-first” product development culture to understand the financial problems that Americans face everyday, inspire products that help solve those problems, and nurture the culture of member-obsession that makes Chime the most human-centered financial company. You’ll mentor researchers towards their career goals and provide coaching to help them deliver high caliber research within an inclusive, psychologically-safe, and growth-oriented team environment. 

As a Senior Research Manager, Member Experience, you’ll oversee the problem spaces that touch all of our support and risk experience strategies, from member-facing service design problems to internal tools, processes, and workflows. This role reports directly to the Head of User Research as a key management leader working with fellow Managers, Directors, and Executive Leadership.

This role can be performed out of our San Francisco office, Chicago office, or remotely in the US.

For Colorado based roles: In accordance with applicable law, this role has an annual starting salary of $189,500 plus bonus, a competitive equity package, and benefits (see below). The actual pay may be higher depending on your location, skills, qualifications, and experience.

In this role, you can expect to:

• Be on the frontlines to guide your team towards success as a partner, enabling your team to make decisions independently than making the decisions for them
• Nurture an inclusive team environment that promotes trust, growth, and candor
• Be a thought and cultural leader for member advocacy, prioritizing problems over solutions
• Represent research excellence at Chime and set the bar for how User Research works and presents itself as an organization
• Set objectives in partnership with Product, Design, Engineering, and other functional leaders to achieve user and business goals
• Collaborate cross functionally to enable anyone to be member and problem experts
• Conduct strategic research that informs the company vision, product roadmap, and working processes to help our growing base of members and Chime employees
• Create opportunities for researchers to having a lasting impact at Chime and say “this is the best place to have a career in user research”

To thrive in this role, you have:

• 4-5+ years of user research experience on enterprise products that affect consumers and internal employees, operational or service-oriented industries a huge plus
• 3+ years of people management experience with at least 3 employees as your direct reports
• Have shown intention to care for people and their wellbeing, promoting safe spaces for vulnerability, transparency, and feedback
• Demonstrated excellent coaching skills, ability to inspire teams, and deep empathy for team members and users
• Practiced participatory research and moments of learning for cross functional stakeholders
• Produced impactful research artifacts (not reports!) that help solve problems for both users and the business
• Have experience conducting various mixed methods research such as survey writing, survey analysis, in depth interviews, usability testing, journey mapping, diary studies, and field studies to be able to coach researchers on their methodologies

A little about us

We created Chime because we believe everyone deserves financial peace of mind. By eliminating unnecessary fees and helping people grow their savings automatically, we’ve empowered millions of Americans to take control of their finances. 

Chime is the largest and fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, and more!

We’ve built one of the most experienced leadership teams in Fintech and were recently valued at over $25.5B. We’ve raised over $1.7B in funding from leading investors including Sequoia Capital Global Equities, SoftBank Vision Fund 2, General Atlantic, Tiger Global, Dragoneer, DST, Coatue, Iconiq, Menlo Ventures and others.

What we offer

• 💰 Competitive salary based on experience
• ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
• 📝  Quarterly stipend to spruce up your home office 
• 🏝 Generous vacation policy and company-wide Take Care of Yourself Days 
• 🖥  Virtual events to connect with your fellow Chimers- think cooking classes, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
• 💚  A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help create a completely new kind of banking service

We know that great work comes from great, and inclusive teams. At Chime, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance. If you have a disability or special need that requires accommodation, please let us know. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice. 

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