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Fluidifiez la vérification d'identité, optimisez l'expérience

Feb, 23

Fully Remote

Business/ Sales




Resources to find a job

Senior User Researcher

Onfido is the new identity standard for the internet. We empower people around the globe to reach services they love and need simply, speedily and safely – whether they’re renting a car or opening a bank account or completing a high-value transaction where identity is key. We built a full-service suite of AI-powered identity verification solutions with fairness and inclusiveness at their core, and were awarded ‘Outstanding Leader in Accessibility’ and ‘Best Innovation in Algorithmic Bias Mitigation’ awards at CogX.

Onfido is an established pre-IPO technology company with a prominent position in the global marketplace that has been repeatedly recognized for excellence in performance and innovation. In 2021 we were awarded ‘Artificial Intelligence and Machine Learning Hot Company’ by CyberDefense Global Infosec Awards, ‘Fraud Prevention Innovation of the Year’ at the CyberSecurity Breakthrough Awards, and named to the CB Insights Fintech 250 for the fourth year running. We've received over $200 million in funding from investors including TPG Growth, Microsoft, and Salesforce to achieve our vision. We partner with thousands of businesses to help millions access services every week – from billion dollar institutions to hypergrowth unicorns. We support identities from 195 countries, and 2,500+ document types. Our recent growth is fuelled by continued increasing demand in the United States – where we’ve grown in year-over-year sales by 264% – as more enterprise organisations accelerate their digital transformation plans with Onfido.

Our goal is to work together to promote and celebrate an inclusive and diverse community. Collectively, all Onfidoers are committed to creating an environment where everyone can be themselves, and where differences are celebrated. We encourage people from all backgrounds and cultures to come together to solve some of the world's most interesting problems.

Picture yourself at one of the fastest-growing Fintech companies in the world, surrounded by people who support you, challenge you, and inspire you to do the best work of your career. Having raised $200m in funding and grown to over 500 team members across eight countries, it's a very exciting time to join our journey and impact the company’s future.

With a market-leading identity verification offering, we are now looking for a Senior User Researcher to help us shape the vision for our Fraud platform. Identity Fraud is a cat-and-mouse game with bad actors constantly evolving to find new ways to exploit people and businesses. We have to continuously strengthen our products against threats without degrading the identity verification experience for our genuine users. This is an exciting opportunity to own the customer insight associated with one of the key product areas in our organisation, as well as meaningfully influence our ability to fight fraudsters and protect individuals from financial and identity fraud.

You’ll lead customer discovery, collaborating with product design, engineering, fraud analysts and machine learning researchers to empower the relationship between human and machine, prevent fraud and respond quickly to this ever-changing landscape.
Some topics and key questions you will work on:
How do we reduce fraud and offer unique insights?
How do we deliver fraud intelligence to customers in a way that fits within their working systems?
How do we capture feedback from customers to improve our fraud models?
How we evolve our fraud platform to better meet the needs of our different customer groups and deliver added value?

It will be a rewarding and essential role as you will be central to the success of one of our top company goals.
In this role, you will achieve this by
Leading foundational discovery research to make sense of our fraud-focused customer groups to guide company-level strategic decision-making.
Taking ownership of research planning and synthesis across the domain, connecting the dots between disparate research initiatives.
Partnering with a mid-level user researcher (IC2) who will own a Fraud-focused usability testing programme.
Working directly with product teams to ensure UXR learning is integrated into the product development process and our research roadmap delivers insight in time for key milestones.
Partnering with growth and sales-related initiatives to develop passive learning approaches during the sales process and developing relationships with customers to increase access to insight touchpoints.
Developing a rigorous data collection, tagging taxonomy, and storytelling approach for the domain through our research repository tool.
Creating easy to consume content that develops customer empathy across the company.
Being a reliable and credible voice of customers, providing guidance and influencing decisions that impact Onfido’s direction as a company.
Pushing the quality of our work forward through attention to detail, asking the right questions, pushing strategic thinking, problem-solving, impeccable craft and actively developing the work of other user researchers.
Becoming a key contributor in growing the maturity of our User Research practice.
Working autonomously, whilst knowing support is there if needed
Our Global team and where you would be based:
We are a flexible remote-first workforce enabling our team to find a work mode that is best for them!
Where there is an office, those interested are welcome to come into the office or work from home, depending on their preference.
This is a remote-first role which can be based in any European country where we have a legal entity - UK, Portugal, France, Germany or Netherlands.
You will be joining a small but mighty User Research team of four (growing to seven this year) that lives within a supportive Product Design team with experienced leadership and a mature operational foundation. Our Design team and Onfido at large is headquartered in London, but distributed globally with teams across Europe, Delhi, SE Asia, and the US.

About You:
We don’t expect everyone to have every type of experience on our list. If you have a lot of the relevant skills and think you’d be good at the role, we’d love to hear from you.
You have extensive experience in user, UX, or design research, with a well-developed toolkit of a range of qualitative research methodologies. (Experience in quantitative research methods would be a welcomed bonus!)
You have experience preparing large and more complex discovery research unaided, managing multiple stakeholders, pushing for razor-sharp problem definition, adapting scope where needed, and delivering concise and impactful synthesis of complex concepts.
You enjoy ambiguity and have a passion for finding clarity in the unknown.
You see patterns and connect dots as part of your daily process—not afraid to dig deep, get into the details and course-correct when needed.
You have a strong creative and conceptual vision that allows you to identify new ideas that break complex concepts into simple, compelling frameworks.
You are a strong storyteller and communicator, able to speak fluently to business people, designers, engineers and other stakeholders.
You have experience working directly with customers and clients.
You hold your own work to a very high standard and inspire high-quality output from others. You are a seasoned professional and talented leader who can mentor others.
You thrive in a dynamic environment and are able to execute with autonomy.
About us:
We're committed to making Onfido a fantastic place to work, so we go to great lengths to give you what you need to succeed.

You’ll receive:

Share options in Onfido through our equity schemes. Share options have a one year cliff and start vesting after probation over a four year period.
25 days holiday, plus a day off for your birthday.
Two paid volunteering days per year.
Bupa Private Medical and Dental Insurance.
Life Assurance (3x Annual Base Salary).
Pension with The People’s Pension (employer contribution 4% of base salary).
Generous paid parental leaveFree mental health coaching provided online.
Life enrichment allowance of up to £80 per month to use for services including gym, yoga, fitness classes, massages, childcare and therapy.
Dedicated learning opportunities including language classes (currently Spanish, French and English), a team training budget for training and conferences.
Our open and transparent culture is reflected in our “Better Together” motto and we bring this to life by meeting once a week for our global weekly roundup (OnFriday); holding quarterly team socials; with our annual company launch week where we all gather from across the globe in London to regroup for the year ahead.

What Next?

Apply! We’ll then assess your application against the role and other applicants. If successful, we’ll begin a two-way conversation where we can both find out a bit more about each other. Typically, this will involve discussions with your peers and our Director of User Research before closing out with an on-site presentation and behavioural interview with the team. We’ll be here to support you throughout the interview process to ensure that you are comfortable and prepared.The process from application to completion should take two to four weeks, depending on our calendars.

#LI-KS1 #LI-Remote

Where you will be:

At Onfido, we have a distributed workforce.
For this role, you can work in any EU country where we have a legal entity. We have a hybrid model, and you can choose to work fully remote, or come to our offices! We let all of our employees choose what’s best for them.

Onfido Culture

Onfidoer’s share a set of core values and want to hear from you if you believe in:
> Succeeding together; you work collaboratively and put the team first
> Taking pride; you care about quality, producing great work and customer / user outcomes
> Creating customer buzz; you demonstrate a strong user / customer focus
> Learning things & sharing them; you have a natural curiosity and default to sharing knowledge with others
> Finding a better way; you’re adept at finding solutions, experimentation and innovating to make things better

Onfido Balance

Personal hyper-growth requires a fast-moving environment, a clear career development plan and—crucially—looking after ourselves.

Onfido Balance is the toolkit we’ve developed to succinctly communicate our benefits offering:
> Our Body benefits prioritise health, wellbeing, exercise and recovery.
> Our Head benefits are focussed heavily on learning whatever your learning style, mental wellness and flexible working.
> Our Heart benefits are framed around sharing our success with our peers, our local communities and our future selves in the form of equity, corporate social responsibility and better togetherness.

Check out Life at Onfido via our LinkedIn Careers Page!

Onfido is committed to creating a diverse and inclusive work environment. We're always on the lookout for talented, passionate people and encourage applications from all backgrounds regardless of age, disability, gender, sexual orientation, parental status, race or religion. If you need reasonable accommodation at any point in the application or interview process, please let us know.