Senior Experience Researcher

PayPal•New York, NY

1d•Hybrid

About The Position

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 Summary: We’re looking for an Experience Researcher to join our Merchant Experience Research Team at PayPal. As an influential member of a cross-functional product team, you’ll play a vital role in uncovering deep insights that shape user-centered experiences for merchants, consumers, and partners. You’ll own research end-to-end — from framing questions to driving action from your findings — in a collaborative, fast-paced environment.

Requirements

3+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.

Nice To Haves

5+ years relevant experience in user experience research, product strategy, and/or design OR equivalent project/portfolio experience.
Experience with a variety of research methods and approaches including: 1:1 interviews, cognitive walkthroughs, moderated and unmoderated usability testing, concept testing, contextual inquiry, diary studies, ethnography, Jobs-to-be-Done, journey mapping, personas, survey design and analysis.
Background in commerce, omnichannel retail, and/or point-of-sale (POS).
Prior hardware experience a plus.

Responsibilities

Perform data analysis using specialized domain knowledge and developed business expertise
Lead projects and/or programs within the Experience Research family with moderate scope impacting the Product function
Utilize research methodologies to optimize user experiences using general parameters under broad supervision
May act as a subject matter resource for entry level and developing colleagues
Share best practices and insights with team members to foster a collaborative research environment.
Own and drive research programs from beginning to end by identifying the right research questions, defining the participant sample, choosing the best methodology, designing the study, executing with attention to detail and a high level of rigor, and partnering with stakeholders to ensure insights are acted upon.
Design, coordinate and execute qualitative and quantitative research projects involving a wide range of methodologies.
Balance in-house execution of research with vendor-managed projects, maintaining quality and rigor across both models.
Successfully leverage insights across various research functions and data sources (e.g. market research, product marketing, analytics, etc.) throughout the product development lifecycle.
Prepare and present research findings and recommendations in a concise and compelling way to stakeholders at all levels, ensuring outputs are actionable.
Act as a vital liaison between design, product management, and marketing teams, driving alignment across stakeholders.
Contribute to workshops and design sprints by surfacing relevant findings, identifying research opportunities, and influencing the evolution of our product and design strategy.
Identify and implement innovative research techniques and emerging tools — including AI methods — to address evolving business needs.
Model a growth mindset by actively seeking and providing feedback, experimenting with new approaches, collaborating with other researchers and working to expand your skillset.