Sr Staff Exp Designer, Post-Purchase Support

PayPal • Austin, TX

67d • Hybrid

About The Position

As a Sr Staff Designer for Post-Purchase Support, you'll lead the design of end-to-end experiences that help PayPal's customers resolve transaction issues quickly and confidently. You'll shape both sides of the journey-creating intuitive tools for merchants to manage disputes and providing clear, guided experiences for consumers. Partnering closely with product, engineering, operations, and risk teams, you'll bring clarity to complex processes and ensure every interaction feels fair, transparent, and human. This role requires deep systems thinking and the ability to simplify highly regulated, multi-stakeholder workflows into seamless experiences that build trust and strengthen PayPal's reputation for customer care.

Requirements

• 8+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience
• 10+ years in product or experience design, with experience leading large-scale, multi-stakeholder initiatives
• Proven success designing complex service or resolution workflows that balance customer experience with business needs
• Expertise in systems thinking, workflow design, and crafting intuitive multi-surface experiences
• Strong collaboration skills and experience influencing product and business strategy through design
• Portfolio demonstrating excellence in interaction design, problem solving, and measurable product impact
• Outstanding communication and storytelling abilities, with experience presenting to senior leadership
• Passion for creating fair, transparent experiences that help customers feel supported and in control

Responsibilities

• Develop and articulate clear objectives in enhancing user and customer experiences that deliver results and meet organizational goals
• Influence decision-making at the senior leadership level
• Perform the most highly complex digital and physical products and services using domain knowledge and extensive business expertise
• Develop and deliver innovative strategies that benefit customers and product users
• Lead major business projects which impact the Experience Design job family
• Design, evaluate, and select process, product, and service improvements based on thorough understanding of user and customer needs and industry trends
• Mentor and guide junior team members in user-centered design practices
• Define and drive the design strategy for post-purchase issue resolution between consumer and merchants
• Partner with product, engineering, and operations to simplify complex dispute and claim workflows while ensuring compliance and accuracy
• Design intuitive, transparent interfaces that help customers understand status, next steps, and outcomes
• Translate research insights and data into clear design decisions that improve resolution speed and satisfaction
• Create frameworks and design patterns that connect consumer- and merchant-facing experiences while supporting distinct needs
• Champion empathy, trust, and transparency across the post-purchase ecosystem
• Mentor and collaborate with designers across teams to raise quality, systems maturity, and execution consistency

Benefits

• We have great benefits including a flexible work environment, employee shares options, health and life insurance and more.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Number of Employees: 5,001-10,000 employees