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Decision Scientist – Channel Strategy in New York at PayPal

Date Posted: 1/15/2021

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    New York
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    1/15/2021
  • Job ID:
    R0063332

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.

The ideal candidate will be located near one of PayPal's main offices in California or New York

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.

Our Channel Analytics team is focused on eliminating friction customers and merchants might face when reaching out for help. Our goal is to offer them self-service solutions to ensure their issues are resolved in a quick an effortless manner. We tailor the help experience to ensure customers are offered options that best fit their needs and schedule. Our team create rules-based solutions leveraging predictive modeling, conversational AI, and more.

We are looking for a data analyst with 3-5 years of experience, who’s able to independently lead projects from initiation to completion. In this role, you’ll identify opportunities and gaps in our existing help experiences, analyze complex customer journey data sets, deploy rule-based solutions and create dashboards to monitor their performance. You’ll work closely with Data Scientists to define predictive modeling needs, Product Managers to enhance the help journey UX, and Customers Support Specialists to assess the financial/staffing impacts of your solutions.

As Decision Scientists we focus on finding opportunities for using ML models in our solutions and the best ways to incorporate them. These models are developed by our partners in the core data science teams. We provide inputs and feedback as part of the development process, though you’re unlikely to build a model by yourself in this role.

In 2021 – our emphasis is to utilize real-time customer journey data to dynamically steer customers to the best support channel, expand our proactive outreach and in-product help experiences, and improve our conversational AI capabilities (Chatbot, IVR).

Specific responsibilities include:

  • Lead analytical projects independently, while setting goals, providing benefit estimations, defining workflows and coordinating timelines in advance
  • 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 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.
  • 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
  • 3-5 years of professional experience in solving problems using data-driven approach
  • High proficiency in fundamental SQL. Other tech skills are a plus (Python, BigQuery, Hadoop)
  • Experience in the Customer Support/Financial Risk/Fraud Prevention domains – a Plus
  • Experience with Outbound Messaging campaigns (SMS/Social Media) – 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.

R0063332