Staff Experience Researcher

PayPal • New York, NY

1d • Hybrid

About The Position

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: This job acts as a thought partner on Venmo. This role will lead functional research projects to drive compelling customer solutions with cross-functional stakeholders. Additionally, this role is expected to help shape the culture of research at Venmo, by improving research practices and craft, contributing to methodological rigor and enable team efficiencies.

Requirements

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

Nice To Haves

• Bachelor’s +8 or more years and/or Master’s Degree +6 or more years in the study of user experience, design, research or related fields; for example, Design, Information Architecture, Human Factors/HCI, Psychology, Cognitive or Social Sciences OR alternative equivalent project/portfolio experience.
• Experience with a variety of research methods and approaches: contextual inquiry, in-depth interview, (un)moderated usability testing, diary study, etc.
• Experience with service design and workshop facilitation

Responsibilities

• Develop clear plans and priorities to gather insights and make data-driven decisions to meet team performance
• Perform more-complex analysis using highly specialized product knowledge and advanced business expertise
• Lead functional projects and programs that enhance user experiences based on research findings.
• Design methodologies including user testing, surveys and data analysis understanding of business needs and industry trends
• Develop and implement research methodologies that optimize user testing and data collection processes.
• Contribute to the continuous improvement of research practices and team efficiencies.
• 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, execute with attention to detail and a high level of rigor, and partner with stakeholders to ensure insights are acted upon.
• 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 Global Customer Insights 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.

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 comprehensive, choice-based programs, to support all aspects of personal wellbeing—physical, emotional, and financial—delivering meaningful value where it matters most. We strive to create a flexible, balanced work culture with a holistic approach to benefits, including generous paid time off, healthcare coverage for you and your family, and resources to create financial security and support your mental health.

What This Job Offers

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