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Sr. UX Researcher: PayPal.com in Austin at PayPal

Date Posted: 7/26/2021

Job Snapshot

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 392 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.

As a Senior UX Researcher within the PayPal.com team, you will play a role in developing deep understanding of consumers, small, medium and enterprise merchants globally. You will work alongside your cross-functional team members to influence decisions and deliver the best possible experience for our prospect customers. You’ll help translate customer insights into clear, compelling and cohesive experiences that represent what PayPal offers to people and businesses around the world. You’ll own UX research for this critical piece of the customer journey where customers come to learn about PayPal and form decisions about our brand, our products and how they’ll engage with us. Your work will contribute not only to activations, but also the awareness, excitement and adoption of a broad range of products and capabilities. The experiences you’ll focus on can have a massive impact and will set up our entire suite of product teams for success by making the earliest moments of a PayPal experience amazing for people, even before they become our customers. At PayPal we recognized the importance of having these early experiences integrated into our UX organization to help bridge marketing and product. This is a new role, so you’ll have plenty of opportunity to define the practice of UX Research within this product and UX team! 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 and continues through to post-launch research that informs future iterations. Our studies employ a variety of research methods. We start with asking the right questions and end with targeted deliverables and story telling that captivate and influence stakeholders. UX Researchers focus on impact of our research and are steadfast advocates for our customers. As a Senior UX Researcher, you will be the voice of the customer. You will craft research programs that bring team members answers to the most important questions. You will report to the Sr. Director of UX Ops and Research and be a member of our diverse Global UX Organization where we believe that different perspectives and backgrounds inside our team lead to innovation and inclusion in our product design. Our UX community believes in investing in personal and professional growth so that everyone has an opportunity to learn, stretch and to elevate each other. If you want to work alongside talented people who are focused on positive impact around the world, come join us.

Responsibilities

  • Advocate for the customer, representing their needs, their desires and their challenges. Use this advocacy to influence your Design, Content, Product and Engineering partners to build experiences that exceed customer expectations and make a meaningful difference in their personal financial lives and business successes. 
  • Craft a thoughtful program of mixed-methods research that takes the team through the product development lifecycle. You have a fundamental understanding of research design and craft bespoke, rigorous study designs to elicit answers to key questions.  
  • Execute research studies from beginning to end: identifying the right research questions, defining the participant sample, designing the study and executing with attention to detail and quality. 
  • Analyze data, develop impactful insights and deliverables, often triangulating with other data sources like VOC, Sales, Product Analytics, Market Research and PMM.  
  • Present actionable, creative, compelling insights and recommendations to multiple teams and stakeholders across the organization. 
  • Contribute to the community, providing support to junior team members, leveraging your strengths to help others grow and evolve our team, the UX Research practice and our culture. 

Requirements

  • Experience with a range of mixed methods research approaches: in context qualitative research, diary studies, IDIs, moderated and unmoderated usability, and surveys.  
  • Bachelors and/or Master’s Degree in the study of user experience, design, research or related fields; for example, Design, Information Architecture, Human Factors/HCI, Psychology, Cognitive Sciences OR alternative equivalent project/portfolio experience. 
  • 8+ years experience in user experience research and design. 

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.

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