Senior UX Researcher, Fulfillment

Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy Inc. employee, whether a team member of Etsy, Reverb, or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

What’s the role?

As a Senior UX Researcher on Etsy’s Product Research team, you will work in partnership with product managers, designers, engineers, and alongside other researchers and data scientists to deliver insights that will craft the future of human commerce on Etsy.

You know how to conduct professional-quality user experience research and understand when to incorporate both qualitative and quantitative methods. You work well with others, and have proven instincts about when to hold the line on methodological rigor, and when to adapt to the changing demands of a project. Most importantly, you approach your work with a genuine sense of curiosity and empathy, and you’re willing to challenge conventional wisdom to find the right answer!

This is a full-time position reporting to the Senior UX Research Manager. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy. This role requires your presence in Etsy’s Mexico City office in an in-person or flex capacity. Candidates living within commutable distance of Mexico City, may be the first to be considered. Learn more about our Flex and Office-based work modes and workplace safety policies here.

What’s this team like at Etsy?

The Fulfillment team at Etsy is committed to crafting the most fulfilling end-to-end fulfillment experience by enabling visibility and trust for our buyers while highlighting the human side of our sellers and helping them to manage and fulfill their orders. We build the tools and processes to set buyer expectations around fulfillment and support sellers in creating and shipping their items, while also operating a global network of carriers.

This team works across product, marketing, and business operations and is made up of key partners in Product, Design, Analytics, Engineering, Marketing, Business Ops, Member Services, and more.

Our goals for this year are around optimizing seller workflows, improvements to our Etsy Labels product, and improving buyer communications and expectations.

What does the day-to-day look like?

• Partner with team members to guide product development and refinement, drawing on expertise in user research and UX standards
• Independently define project scope and apply appropriate methodologies to manage a research "portfolio" of foundational and evaluative insights
• Conduct remote, on-site, and in-field user research studies with Etsy buyers and sellers
• Share tangible findings and prioritized recommendations on a regular basis, to encourage marketplace health and drive Etsy’s business goals
• Work closely with other researchers and data analysts to develop broad approaches to meeting partner needs
• Promote proven research methodologies across the company
• Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.

Qualities that will help you thrive in this role are:

• Demonstrating an in-depth understanding of a range of research approaches, balancing speed and precision, and a deep understanding of modern trends in Web and app design
• Experience independently designing and conducting UX research, employing methods such as in-depth user interviews, contextual inquiry, journey mapping, participatory design, and usability testing
• Experience leading research at different parts of the product development process, from discovery to delivery
• Engaging storyteller and clear communicator, with the ability to hold your own in a meeting and present research findings with a customer-centric perspective
• Ambitious, meticulous, self-starter, and able to balance multiple projects at a time
• Experience working and communicating across a wide range of partners in product, operations, and business roles
• Familiarity with order fulfillment and shipping is a plus, but not required
• Familiarity with survey design, remote testing tools, or experiment design a plus

What's Next

If you're interested in joining the team at Etsy, please share your resume with us and feel free to include a cover letter if you'd like. As we hope you've seen already, Etsy is a place that values individuality and variety. We don't want you to be like everyone else -- we want you to be like you! So tell us what you're all about.

Our Promise

At Etsy, we believe that a diverse, equitable and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.