Sr Specialist, Experience Research

PayPal•Chicago, IL

About The Position

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. Customer Insights Gathering: Assist with conducting qualitative and quantitative research, including customer outreach data and behavioral analytics to understand customer needs, pain points, and preferences. Data Analysis & Reporting: Analyze customer feedback and market data to identify trends, insights, and actionable recommendations. Present findings to key stakeholders in an easily digestible format. Candidate should be well versed in metrics such as Revenue, Margin, Payments Volume, Churn and Abatement. Product Design Leadership and Collaboration: Work closely with product designers to ensure that customer insights are incorporated into the design process, contributing to wireframes, prototypes, and user flows that align with customer needs. Cross-functional Collaboration: Partner with product managers, experience designers, regional and market leaders, and other stakeholders to ensure that customer insights are effectively integrated into the product roadmap and design iterations. Influence Product Strategy: Provide recommendations to guide product direction and influence design choices, contributing to the creation of products that meet user needs and align with business objectives. Usability Testing: Collaborate on usability testing to ensure that designs meet customer expectations and are intuitive to use. 3+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience. Bachelor's degree in a relevant field such as Marketing, Product Design, or Business Management.

Requirements

3+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience.
Bachelor's degree in a relevant field such as Marketing, Product Design, or Business Management.
Some experience in customer research, user experience design, or a related field.
Strong analytical skills with the ability to interpret data and generate actionable insights.
Strong communication and presentation skills to share insights and recommendations with various teams, including senior leaders, with a focus on creating compelling stories that lead to action.
Familiarity with working with product design teams, influencing design decisions based on customer insights.
Familiarity with tools like user testing platforms, wireframing, prototyping, and analytics tools (e.g., Figma, Adobe XD, Google Analytics, Looker).
Ability to work in a collaborative environment and influence cross-functional teams without direct ownership of the product.
Experience with agile methodologies and working in fast-paced, iterative environments.

Nice To Haves

Experience with top tier consulting companies.
Familiarity with A/B testing, customer journey mapping, and other advanced UX research techniques.
Knowledge of the product lifecycle and how insights inform product development.

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
Assist with conducting qualitative and quantitative research, including customer outreach data and behavioral analytics to understand customer needs, pain points, and preferences.
Analyze customer feedback and market data to identify trends, insights, and actionable recommendations.
Present findings to key stakeholders in an easily digestible format.
Work closely with product designers to ensure that customer insights are incorporated into the design process, contributing to wireframes, prototypes, and user flows that align with customer needs.
Partner with product managers, experience designers, regional and market leaders, and other stakeholders to ensure that customer insights are effectively integrated into the product roadmap and design iterations.
Provide recommendations to guide product direction and influence design choices, contributing to the creation of products that meet user needs and align with business objectives.
Collaborate on usability testing to ensure that designs meet customer expectations and are intuitive to use.