Director of User Research

| Greater NYC Area
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Better is redefining homeownership and making it simpler, faster—and most importantly—more accessible for everyone. We leverage technology and expertise to find ways that we can make the homebuying journey more approachable and understandable. 

  • Right now we’re funding over $2 billion in home loans per month
  • We’ve funded over $14 billion in loans and $3.5 billion in insurance 
  • We ranked #1 in the U.S. on LinkedIn's Top Startups 2020
  • We ranked #11 on Fortune’s Best Places to Work in Financial Services 2020
  • Our Founder and CEO was named in Comparably's Top 25 CEOs for Diversity
  • We were listed to Forbes’ FinTech 50 2020
  • And #15 on the 2020 CNBC Disruptor 50 
  • We’ve secured over $254 million from our investors to date 

Our company is made up of driven, passionate people who bring their unique backgrounds and perspectives to everything we do and we are committed to fostering diversity, multiculturalism, and inclusion. We see the perspectives that each person brings and a diverse workforce as essential for individual and collective success. We believe it’s important to foster a company culture that encourages curiosity and passion—from employee resource groups and learning opportunities to team outings and community outreach.

A Better opportunity:

The Director of Research here at Better will be responsible for improving the quality and effectiveness of all user research capabilities within the organization. You will work collaboratively with the product organization to identify opportunities, set product strategy using user insights, and enable our team to innovate through a deep understanding of customer and partner needs. You will work closely with other leaders in the organization to promote a customer-centric mindset and help the business to make informed decisions, as well as to create best-in-class products that meet our design and usability standards.

Responsibilities will include:

  • 6 to 8+ years experience in user research, 3+ years experience managing research teams.
  • BA/BS degree in Computer Science, Human-Computer Interaction, Cognitive Science, Experimental Psychology, other related fields, or equivalent practical experience.
  • Comfortable presenting to groups, working cross-functionally to build relationships, and crafting compelling stories from data.
  • Deep understanding of different qualitative and quantitative research methods, including when and how to apply them during each product phase.
  • Demonstrated capability in building research capacity and thinking in organizations - advising, training, and supporting others to elevate their research quality and utility.

About You:

  • Work closely with product, design, and marketing teams to define the most important research questions, and have a clear POV on the most important insights needed for their success.
  • Advise and support internal teams in the formulation and execution of end-to-end research projects that align with research questions, ensuring effective research design, high quality synthesis of insights, and thoughtful translation of insights into product and service features.
  • Build Better’s research toolkit and library of insights, including interviews, surveys, usability testing, concept studies, participatory design, ethnographic observations, etc.
  • Advance our ability to effectively communicate research insights in ways that make them easily accessible and actionable by various stakeholders, such as through visual information design.
  • Effectively identify, source, and manage freelance research talent when external resources are required to execute well on specific research questions.
  • Articulate a vision for user research in our product development process and overall company strategy, helping the leadership team to understand how we implement a user-centric approach across our organization.
  • Help establish a consumer-centric culture and how to drive insights into our daily work. Not only will you need to drive the research capability, but how we as a team integrate research into our daily activities by teaching research curricula, so teams can learn the right way how to conduct their own studies and gain insights about their customers, when appropriate.
  • Ensure accountability to user insights and goals throughout the product development process and lifecycle.
  • Mentor colleagues, encouraging them to take appropriate risks, and providing constructive support, feedback, and critique.
  • Recruit, develop and retain world-class talent.

The Better mission is rooted in values that drive us.

  • We do what’s in the best interest of the consumer, not ourselves
  • We have growth mindsets, not fixed ones
  • We believe that success lies in execution, not credentials
  • We act like owners, not just employees
  • We work to find answers on our own, not wait for them to be given to us 
  • We optimize for mission, not ego

Our mission speaks for itself—we continue to outpace the industry at every turn. We’ve recently joined forces in partnership with Ally Bank, and our backers have helped build some of the most transformative tech and finance companies in history. Kleiner Perkins, Goldman Sachs, American Express, Citigroup, Activant Capital, Ally Bank, and others have invested in our vision for what homeownership can be.

Better is an equal opportunity employer. We do not discriminate on the basis of race, color, religion or religious creed, sexual orientation, gender, gender identity, marital status, family or parental status, disability, military or veteran status, age, or any other basis protected by law. All employment decisions at Better are based on a person’s merit, business needs, and role requirements.

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Location

Across the street from the tallest building in the western hemisphere.

An Insider's view of Better.com

How would you describe the company’s work-life balance?

It's not a secret that at a successful start-up, you have to work hard. That's why we have a very liberal work-from-home and unlimited PTO policy at Better. We know that people perform their best when they're happy and healthy, and emphasize that your individual needs being met are what helps meet the needs of our customers.

David

Sales

What does your typical day look like?

First, I glance at emails and my calendar. Then, I put in my free Seamless order (lunch and dinner is covered). I then use the first few hours of my day for deep thinking and problem solving where I sit with my notebook to brainstorm and sketch out ideas and initiatives. After lunch is when I have all of my meetings with teams in the US and India.

Jillian

Collateral

How has your career grown since starting at the company?

I started as an Office Manager from Undergrad. A year later, I became a Customer Experience Associate for our Mortgage Operations team, and 3 months after that, I managed a team of 10 associates. Two years later, I found myself as a Customer Experience Strategist. I've had the opportunity to grow tremendously within and outside of my roles.

Kristin

Customer Experience Strategist

What are Better.com Perks + Benefits

Better.com Benefits Overview

Life/work, not work/life- All work and no play is a recipe for a breakdown. So we give our team members unlimited time off.

Community Feels- Happy hours, birthday parties, book clubs, and more. We believe in building a community, not just a company.

Tools of the Trade- From cozy couches to new computers, Better provides whatever you need to help us succeed.

Full Health Bars- We take care of our own. Better offers fully funded health, dental, and vision benefits, as well as a 401k plan and up to 20 weeks paid parental leave.

Food For Days- Hungry employees aren’t happy employees. That’s why Better team members get free lunch, dinner, and snacks. Every. Single. Day.

Competitive Compensation- Cash and equity. If you care about that sort of thing. Which we do.

Culture
Friends outside of work
Eat lunch together
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
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