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Channel Strategy Decision Scientist in Bangalore at PayPal

Date Posted: 2/21/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Bangalore
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    2/21/2020
  • Job ID:
    R0051251

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 305 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 286 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Within the Channel Analytics team, our vision is to remove the friction out of the support experience by making it easier for consumers and merchants to self-serve and/or receive support in a channel that best fits their needs and schedule. We are part of the transformation of the support journey by deploying highly effective, lower cost, solutions leveraging AI, RPA, Chat and messaging technologies. We are looking for a data-driven and outcome focused high performing professional to join the Channel Analytics team, focusing on leveraging data to generate insights for the business, identify opportunities and gaps in our current experiences and lead to higher customer engagement and satisfaction during the support journey. You will get the chance to be involved in the design and delivery of innovative customer support tools, including Best Next Actions, Chatbot use cases, IVR flows, Help Center journeys, etc.

Specific responsibilities include:

  • Provide analytical insights into emerging issues, trends and portfolios - by analyzing various types of data, including review of relevant cases/samples, research of our customer support database and incorporation of feedback from GCS teammates.
  • Work closely with business partners and stakeholders to determine how to design analysis and measurement approaches that will significantly improve our ability to understand and address emerging business issues
  • Develop controls and monitoring dashboards to ensure performance against business KPIs, regulatory requirements and business priorities.
  • Produce accurate, automated solutions (rules, batches, process flows) and manual handling policies to target issues and/or business opportunities.
  • Work closely with product teams on development of new capabilities to define requirements and priorities based on data analysis and business knowledge.
  • Developing expertise in specific areas by leading analytical projects independently, while setting goals, providing benefit estimations, defining workflows and coordinating timelines in advance.
  • Demonstrate flexibility that is needed to succeed within a matrix organization while being proactive and comfortable with working alongside stakeholders from different domains.
  • Providing updates to leadership, peers and other stakeholders that will simplify and clarify complex concepts and the results of analyses effectively with emphasis on the actionable outcomes and impact to business.

Qualifications

  • BS/BA in a related field required
  • 2-3 years of professional experience in solving problems using data-driven approach
  • High proficiency in fundamental SQL. Other technical skills are a plus (Java/C/C++; Perl/Python; strong UNIX background; Hadoop; R).
  • Experience with IBM Watson tool – a plus
  • Strong organizational skills and excellent follow-through
  • Outstanding written, verbal and interpersonal communication skills
  • High emotional intelligence, a can-do mentality and a creative approach to problem solving
  • Experience with working in a technology environment
  • Experience with program management and process mapping is a plus
  • Willingness to travel up to a week every 3 months

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

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 paypalglobaltalentacquisition@paypal.com.

R0051251

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