The Company

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. 

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards.  Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade. 

Our beliefs are the foundation for how we conduct business every day.  We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Job Description Summary:

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 237 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom, enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies. 

PayPal is a purpose-driven company whose beliefs are the foundation for how we conduct business every day.  We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect.  Our employees challenge the status quo, ask questions, and find solutions.  We want to break down barriers to financial empowerment.  Join us as we change the way the world defines financial freedom. 

Job Description:

About Our Team   

The AI & Personalization research team is on a mission to revolutionize commerce by connecting consumers and merchants with personalized shopping experiences, and we are seeking a curious and empathetic Lead UX Researcher to help achieve this mission. Through a blend of qualitative and quantitative research, you’ll play a pivotal role in shaping the evolution of our AI and personalization products. And by distilling complex data into compelling narratives, you will foster innovation and empower teams to think differently.  

 

What You Need to Know About the Role    

 At PayPal, UX Researchers influence teams to make customer-centric decisions across the product development lifecycle. This includes early research to understand customer needs and problems, and continues through design definition and prototyping, to post-launch research that informs future iterations. Our studies employ a variety of qualitative or mixed methods research approaches; card sorting, tree tests, diary studies, surveys, interviews, unmoderated and moderated usability testing and concept evaluations. We start by asking the right questions and end with targeted deliverables and story telling that bring our stakeholders closer to our customers. UX Researchers focus on impact of research and are tireless advocates for our customers. As a UX Researcher you will be the voice of the customer. You will craft research programs that bring team members answers to their most important questions, and help to define new research questions and initiatives.     
 

Your Day to Day    

• Be an influential member of a cross-functional product team(s) by identifying research opportunities, scoping program requirements, shaping the product roadmap, guiding the evolution of the design, and otherwise championing the voice of the customer across the organization. 

• Independently own and drive research programs from beginning to end: identify the right research questions, define the participant sample, choose the best methodology, design the study, and execute with attention to detail and a high level of rigor.  

• Skillfully and effectively present compelling insights and recommendations to multiple teams and leaders across the organization, leveraging strong storytelling skills to facilitate constructive debate and drive customer-centric decision-making. 

• Successfully leverage insights across various research functions and data sources (e.g. market research, product marketing, analytics, etc.) throughout the product development lifecycle. 

• Act as a vital liaison between design, product management, and marketing teams, driving alignment across all stakeholders. 

• Expertly facilitate workshops and design sprints by surfacing relevant findings, pitching research opportunities, and influencing the evolution of our product and design strategy  

• Act as a thought leader across our thriving Experience Design community: drive strategic change initiatives, advocate for user-centric approaches, optimize workflows, and establish best practices that evolve our craft. 

• Model a growth mindset by actively seeking and providing feedback, experimenting with new approaches, working to expand your skillset, and mentoring other researchers to help them grow. 

 

What You Need to Bring    

• Masters, Bachelors, or Professional degree backed by 6+ years of experience in design, research, or related fields, demonstrating creativity, leadership, and significant impact within each previous role.  

• Proficient in a variety of qualitative research methods and approaches: in-depth interviews, diary studies, contextual inquiry, participatory research, observational research, etc. 

• Proficient in a variety of service design approaches and artifact development: co-creation sessions, ideation workshops, journey maps, service blueprints, etc. 

• Strong cross-functional collaboration experience, including partnering with product management, design, marketing, and other key stakeholders to facilitate constructive debate, align product and design strategies, and deliver insights in a compelling narrative that drives change 

• Experience with quantitative research methods and approaches preferred; demonstrated understanding of choice-modelling survey design and analysis, significance testing, statistical analysis, concept testing, etc. 

• Experience in financial services, e-commerce, or related industries preferred; demonstrated understanding of sector-specific challenges, needs, and opportunities 

• Experience in conducting research for AI and/or personalization products preferred 

Additional Job Description:

Subsidiary:

PayPal

Travel Percent:

0

-

PayPal is committed to fair and equitable compensation practices.

Actual Compensation is based on various factors including but not limited to work location, and relevant skills and experience.

The total compensation for this practice may include an annual performance bonus (or other incentive compensation, as applicable), equity, and medical, dental, vision, and other benefits. For more information, visit https://www.paypalbenefits.com.

The U.S. national annual pay range for this role is

$107300 to $259600

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

Our Benefits:

At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.

Who We Are:

Click Here to learn more about our culture and community.

Commitment to Diversity and Inclusion 

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law.  In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com.  

Belonging at PayPal: 

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Any general requests for consideration of your skills, please Join our Talent Community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.

Notice to Applicants and Employees who reside within New York City. Click here to view the notice.