Principal Experience Designer, AI Assistance

PayPal • Austin, TX

54d • Hybrid

About The Position

This role will lead experience design and strategy for our AI Assistance Platform experiences across PayPal and its global brands. This position is responsible for defining and delivering user-centric solutions for the PayPal Assistant, collaborating closely with cross-functional teams to align customer needs with business requirements and outcomes. The candidate will be expected to drive major product initiatives, incorporating new experiences to provide agentic self-service support for customers. A critical part of the role is to introduce innovative methodologies and emerging technologies that advance our self-service and agentic platforms, ensuring industry-leading usability, inclusivity, and trust in every interaction.

Requirements

• Minimum of 15 years of relevant work experience and a Bachelor's degree or equivalent experience.
• Proven track record delivering enterprise-scale, cross-platform design solutions
• Expertise in systems thinking with the ability to bridge design, business, and technical requirements
• Portfolio demonstrating excellence in both product delivery and future-facing concept work
• Exceptional communication and storytelling skills to influence stakeholders at all levels

Responsibilities

• Establish overall business or technical strategy for user experience initiatives.
• Negotiate with and influence decision-making reaching the senior executive level
• Identify and resolve unique situations of substantial significance in user interface or interaction design
• Allocate resources, responsibly and apply creativity to enhancing user and customer experiences across digital and physical products and services
• Lead the development of user experience strategies that resonate with target audiences.
• Support and mentor less-experienced roles to provide an example of innovation, excellence, and day-to-day learning
• Lead the design vision and execution for PayPal Assistant experiences
• Present insights and recommendations to senior leadership, influencing priorities and direction
• Explore and prototype new approaches to customer self-service and support
• Partner with content design, ux research, product, and engineering to align strategy and delivery
• Contribute to scalable design systems and patterns for AI-powered interactions
• Mentor designers and foster a culture of innovation and collaboration

Benefits

• This role is also eligible for a range of benefits which may include, medical, dental, vision, life and disability insurance, parental and family leave, 401(k) savings plan, paid time off, and other benefits.
• We have great benefits including a flexible work environment, employee shares options, health and life insurance and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Number of Employees: 5,001-10,000 employees