Sr Specialist, Voice of Customer

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:

Job Description:

Essential 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.

Minimum Qualifications:

• Minimum of 5 years of relevant work experience and a Bachelor's degree or equivalent 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.

Nice to Have:

• Experience with agile methodologies and working in fast-paced, iterative environments.
• 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.

Key Responsibilities:

• 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.
• Cross-functional collaboration will range from product owners to business segment leaders to regional leaders in a given sector of PayPal’s two-sided network. This role will support one of the three VOC team verticals (Consumer, Merchant, or Regions/Markets) end to end.

Subsidiary:

Travel Percent:

-

PayPal is committed to fair and equitable compensation practices.

Actual Compensation is based on various factors including but not limited to work location, and relevant skills and experience.

The total compensation for this practice may include an annual performance bonus (or other incentive compensation, as applicable), equity, and medical, dental, vision, and other benefits. For more information, visit https://www.paypalbenefits.com.

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

Our 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 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.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.

Who We Are:

Click Here to learn more about our culture and community.

Commitment to Diversity and Inclusion 

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law.  In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentaccommodations@paypal.com.

Belonging at PayPal: 

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Any general requests for consideration of your skills, please Join our Talent Community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.