Staff UX Researcher, Payments Growth

About the role

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. You will own end-to-end research for global payments, shaping product strategy through a blend of behavioral insights and quantitative rigor. In this role, you will navigate ambiguity across diverse markets and regulatory environments while championing the voice of the user in every transaction. You will lead cross-functional workshops and synthesize findings into clear narratives that drive innovation and build trust in the platform. Your work will directly impact loyalty and business outcomes, ensuring that payments feel seamless and reliable whether a guest is booking in São Paulo or a host is getting paid in Seoul.

Key facts

What you'll do

Conduct end-to-end research on guest payments experiences to uncover pain points and opportunities across the entire flow.

Prioritize research initiatives across multiple workstreams, balancing strategic depth with urgent business needs.

Plan and execute both foundational and evaluative studies that inform product decisions and validate solutions.

Balance speed and rigor by delivering rapid insights when needed while conducting deeper investigations for complex decisions.

Triangulate qualitative and quantitative data to tell coherent stories about the payments journey for diverse user segments.

Communicate findings and recommendations clearly and persuasively to stakeholders at all levels, including senior executives.

Partner closely with Product, Design, Business Operations, and Data Science to integrate research into the product development lifecycle.

Facilitate brainstorming and workshops to guide research-backed product decisions and foster cross-team alignment.

Adapt research methods to accommodate regional differences in payments behaviors, regulations, and local contexts.

Travel to the San Francisco office for key in-person collaborations, ensuring presence during critical planning and review sessions.

Support the development of research frameworks that standardize learning across the payments portfolio.

Identify and measure success metrics for research initiatives to demonstrate impact on product outcomes and user trust.

Champion continuous learning by staying updated on industry trends, methodologies, and emerging practices in user research.

Enable product teams to make confident decisions by reducing uncertainty through timely, evidence-based insights.

Act as a bridge between data, design, and business teams to ensure research findings translate into actionable strategies.

Requirements

10+ years of research experience with a strong portfolio demonstrating deep expertise in both qualitative and quantitative methods.

Demonstrated mastery of mixed-methods research, including the ability to design, run, and integrate studies that answer strategic questions.

Hands-on ability to run statistical analysis and design and analyze surveys, as well as lead foundational qualitative studies.

Experience in payments, fintech, or other high-trust financial and high-complexity domains is essential.

A track record of influencing product and executive stakeholders through clear, compelling storytelling and evidence-based recommendations.

Strong multi-tasking and project management skills to own multiple research projects at different stages while maintaining efficiency and rigor.

Effective at leading workshops and brainstorming sessions with cross-functional stakeholders to drive alignment and decision-making.

Experience working in global environments with sensitivity to cultural, linguistic, and regulatory nuances across markets.

Strong written and verbal communication skills to translate complex findings into accessible narratives for diverse audiences.

Ability to work independently with minimal supervision while maintaining a high standard of ownership and accountability.

Comfortable navigating ambiguity and making sound judgments in fast-paced, dynamic product environments.

Commitment to ethical research practices and privacy-conscious methods when handling sensitive user and financial data.

Collaboration mindset focused on building trust and fostering productive relationships with cross-functional partners.

Willingness to travel to the San Francisco office for key in-person collaborations as needed.

Practical notes

This role is hybrid and will require the candidate to be based in the San Francisco Bay area. The successful candidate will be expected to work from the San Francisco office at least 2-3 days per week.