User Experience Researcher

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 Description Summary:

What You Need to Know About the Role :

 

 We’re looking for a curious and empathetic UX Researcher who is passionate about understanding user needs.  You’ll play a vital role in uncovering deep insights that inform the creation of user-centered experiences.  Through both qualitative and quantitative research methods, you’ll help us build trust and security into our products, while also contributing to a positive brand experience for our target audience.  Your strong communication and collaboration skills will be essential for effectively sharing your findings and influencing stakeholders in the design process. 

 

Meet our Team:

 

You will report to a Senior Manager UX Research and be a member of our diverse Global Experience Design Organization, where we use our design and research skills to inspire and influence across the company. We believe that different perspectives and backgrounds lead to innovation and inclusion in our product designs. We advocate for meaningful and engaging experiences for our diverse global customers. We support each other, learn from challenges, and have fun along the way.    

 

At PayPal, UX Researchers influence teams to make customer-centric decisions across the product development lifecycle. This includes early research to understand customer needs and problems, design definition and prototyping, and post-launch experience measurement that informs future iterations. Our studies employ a variety of qualitative or quantitative research approaches; card sorting, tree tests, diary studies, surveys, interviews, unmoderated and moderated usability testing, concept evaluations, and Voice of Customer (VoC) analytics. We start by asking the right questions and end with targeted deliverables and story telling that bring our stakeholders closer to our customers. UX Researchers focus on impact of research and are tireless advocates for our customers. As a UX Researcher you will be the voice of the customer. You will craft research programs that bring team members answers to their most important questions, and help to define new research questions and initiatives.    

Job Description:

Your way to impact:

You’ll play a vital role in uncovering deep insights that inform the creation of user-centered experiences.  Through both qualitative and quantitative research methods, you’ll help us build trust and security into our products, while also contributing to a positive brand experience for our target audience.  Your strong communication and collaboration skills will be essential for effectively sharing your findings and influencing stakeholders in the design process. 

 

Your Day to Day    

• Contribute to a cross-functional product team by planning and conducting research, experience measurement, and analytics studies that inform our product and design strategy. 

• Analyze customer feedback to uncover insights, pinpoint pain points, and identify opportunities for improvement.

• Deliver impactful insights about the customer experience, with attention to detail and quality 

• Present compelling insights and recommendations to cross-functional stakeholders

• Have a clear understanding of how to form conclusions by referencing diverse data sources

• Collaborate with design, product management, analytics, and marketing teams. 

• Participate in workshops and design sprints  

• Play an active role in our thriving UX Research community: pilot new workflows and methods, surface feedback to leadership, and explore best practices that evolve our craft. 

• Demonstrate a growth mindset by actively seeking feedback, thinking critically, and working to expand your skillset.  

 

What You Need to Bring :

• Bachelor’s +2-3 years of experience and/or Master’s Degree +1-2 years of experience in UX research, VoC 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 standard set of research methods and approaches, such as unmoderated and moderated usability testing, in depth interviews, and surveys. 

• Experience in statistical analysis (e.g., t-tests ANOVA, regression), visualizations, and relevant data tools like R/Python and SQL preferred

Additional Job Description:

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.

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.