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Lead Content Designer in Remote New York at PayPal

Date Posted: 6/3/2022

Job Snapshot

Job Description

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

We’re looking for a Lead Content Designer to join an exciting new team whose mission is to identify negative experiences in our products and work across business units and disciplines to create data-informed and customer-driven solutions. This work will empower people to do more with their money and you’ll be able to see the change you’re making for our business and our customers firsthand.

We’re looking for a Lead Content Designer to join an exciting new team whose mission is to identify negative experiences in our products and work across business units and disciplines to create data-informed and customer-driven solutions. This work will empower people to do more with their money and you’ll be able to see the change you’re making for our business and our customers firsthand.

With any digital product there are moments in a customer’s journey that can be frustrating, like when it’s time to click “forgot password” for the third time in a week or when you get an “unknown error.” In financial products, the stakes are much higher. Imagine how you would feel if you couldn’t access all of your money and the reason wasn’t clear. Or if you bought something and never received it and can’t figure out what to do next.

Our team doesn’t have to imagine it – we’ve got customer data, like contact and churn rates and voice of the customer feedback, that informs our work, helping us identify hot spots where we have an opportunity to improve our experiences and policies to make a positive customer and business impact. You’ll be able to work with product partners to define project requirements, guide research and discovery, create robust content strategies, and craft content that builds trust with our brand.

At PayPal, Content Designers work side by side with Designers, Product Owners, and Researchers to create user experiences that empower people and businesses around the world.

You’re the ideal candidate if love using words to tell stories, to solve problems, and to make the world a better place. You’re naturally curious, enjoy deeply exploring a problem/solution space together with brilliant partners, bringing unique value as a content strategist and UX writer to the table. You can be energized by ambiguity, you enjoy building relationships with a wide variety of people across the company, are open to executive visibility and feedback, and you foster collaboration and share insights generously with the aim of building great products.

Key Responsibilities:

  • Plan and write UX content for web and mobile experiences (across all touch points including navigation and user interface copy, emails, push and in-app notifications).
  • Collaborate with Design on page layout, interactions, and visual tone.
  • Use data-driven insights about experience gaps and customer pain points to brainstorm and build proposed experience solutions.
  • Drive the definition of a clear and actionable strategic direction for content in this problem/solution space.
  • Coordinate and advise content designers on other teams to share context and clarity you’ve gleaned from customer research.
  • Use data and research to evaluate your content’s impact, and push for continuous improvement that shows real results.

Qualifications:

  • 5+ years professional writing experience for web or mobile content, strong preference for UX writing for apps.
  • Excellent, highly creative writing and critical-thinking skills.
  • At ease managing multiple projects, setting stakeholder expectations, working individually and collaborating across teams.
  • Experience in financial services, payments, B2B or B2C e-commerce is preferred.
  • Experience writing for customer support or risk management or a strong customer support mindset is important.
  • Bachelor’s Degree or equivalent in English, Journalism, Communications, Marketing, Design, Information Science or related field preferred.

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.


PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.



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.

As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.



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