Staff Experience Designer, Limitations

Job Summary:

We’re seeking a Staff Designer to lead design for one of our most critical areas: Customer Account Resolution. In this role, you’ll transform high-stakes, compliance-driven processes into clear, empathetic experiences that rebuild trust and confidence for our customers. You’ll shape the future of how merchants resolve account restrictions—balancing regulatory requirements with PayPal’s commitment to user-first design.

Job Description:

Essential Responsibilities:

• Develop plans to enhance the user and customer experience across the digital and physical products and meet team performance
• Perform more-complex customer experiences that require highly specialized user interface and product design knowledge and advanced business expertise
• Lead some projects or programs within the product function and may coordinate activities of others
• Design process, product, and service improvements based on understanding of business needs and industry trends
• Determine methods and procedures on new assignments that may impact activities of others
• Analyze business trends to inform user experience strategies and initiatives.
• Collaborate with stakeholders to ensure user needs are prioritized in design processes.

Expected Qualifications:

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

Additional Responsibilities & Preferred Qualifications:

What you’ll do

• Own the Account Resolution experience: Craft clear and empathetic journeys that guide merchants through resolving account restrictions and re-establishing trust.
• Design user-first, compliant solutions: Deliver best-in-class experiences that satisfy regulatory obligations.
• Operate at two levels: Balance execution of immediate priorities with setting the long-term vision for the resolution experience.
• Drive alignment: Collaborate with Product, Engineering, Legal, Risk, and Operations to deliver solutions that are both compliant and customer centric.

What we’re looking for

• A proven track record of solving complex, system-level design problems with elegant, user-centered solutions.
• Experience working in compliance-driven or complex domains.
• Ability to flex between hands-on delivery and visionary, strategic design leadership.
• Strong collaboration and influence across Product, Engineering, Legal, Risk, and Operations.

What we’re looking for:

• 6+ years in product design (B2B, fintech, or complex workflows).
• Portfolio of elegant UIs, simplified systems, and shipped products balancing user, business, and systems needs.
• Strong systems thinker with research-driven insights, cross-functional collaboration, and multi-user workflow experience.
• Skilled in data-heavy interfaces, prototyping, validation, and storytelling; payments/disputes knowledge a plus.
• Able to explain decisions, lead workshops, and influence through storytelling.
• Portfolio with shipped products balancing user delight, business outcomes, and systems-level design.

Subsidiary:

PayPal

Travel Percent:

0

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.