Director, Consumer Insights in New York at PayPal

Date Posted: 11/18/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    New York
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/18/2019
  • Job ID:
    R0050041

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 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. 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.

Position Overview The Customer Insights & Strategy Director will work to inspire and define the brand and projects across all categories, with an eye on the customer. As the Director of Customer Insights and Strategy you will lead the research + insights practice for the creative lab. Your role will be to champion customer insights and strategic development of creative ideas and how we activate them to humanize PayPal’s impact on culture and economic inclusion. You will frame the opportunity for our partners, merchants + advertisers who are telling our unique story through data and showcase the company as a thought leader and must-buy to our customers and to broader industry. For example: • Partners = merchants (SMBs + LEs) • Advertisers = media platforms, publishers, production partners • Co-Marketing = 3P integrators (shopify), comarketing (spotify) You will be providing direction and planning advice for all qualitative brand/product research, as well as back-end analytical support and business recommendations, based on findings and key consumer insights. Critical areas impacted by this role will include Creative, Media, Brand Architecture & Positioning, Product Development and User Experience. You will ensure all research is executed with the objective of actionable outcomes.

As a part of the Strategy team, you will be dedicated to bringing to life our brand pillars, driving , key launches and global campaigns – connecting our beloved Merchants with each other and end-to-end to the consumer audiences.

  • Go deep on understanding the company’s products, services, markets, customers, competitors, values, beliefs
  • Oversee external qualitative and quantitative research in support of brand, business, and campaign strategies; and present findings to internal/external teams
  • Play the role of cultural radar and present trends / consumer behavior insights to teams
  • Bring frameworks and tools to analyzing and synthesizing customer, competitor, cultural, and business insights and turning it all into smart strategies and briefs — creating “a ha” moments 
  • Be a thought partner to creative, strategy, and media teams in the development of breakthrough work
  • Help close the gap between business goals and the creative work — advocate for work that works
  • Contribute to thought leadership 
  • Identify opportunities for the company to participate in and shape culture
  • Work with product/solutions/brand marketers to develop product, marketing and campaign strategies
  • Develop messaging and positioning statements, customer personas, customer journey maps 
  • Develop and present creative briefs to internal clients and creative partners
  • Run insights, strategy, and communications brainstorms and workshops
  • Evaluate campaign effectiveness with thoughts on how to consistenly improve campaign performance

Professional Qualifications: 

  • 10+ years integrated brand marketing + activation for consumer and b2b technology, hardware/software with a strong focus on mobile and emerging innovation 
    • An "expert" in the craft and methodologies of brand strategy and development, content creation/distribution, brand design and visual expression, integrated marketing communications and services  
    • Preferably with a mix of agency and client side. B2C and B2B
    • Bonus if you’ve worked on E2E product redesign especially human design-based applications 
    • Global experience required
  • A brand maven 
    • A searing ambition and creative passion for the PayPal brand - which can be translated into awe - inspiring vision and purpose for the brand to engage and persuade all our audiences of PayPal's unique position in the world  
    • An impactful, inspiring storyteller - comfortable in any arena evangelizing our brand mission – someone who can move people to believe in our mission, vision and values through our brand  
  • A customer champion
    • Sees it as a personal mission to be the champion of the customer (merchant-led) and the conscience of the brand  
    • Strong affinity to the consumer tech category and/or financial services category 
  • A storyteller 
    • Proven experience in insights-based strategy development for brands from brand concepts through to brand articulation and key messaging  
    • Engaging and impactful communicator in written and spoken formats - loves to tell stories and confident addressing senior personnel with data driven and conceptual messages  
  • A collaborator 
    • Can bring out the best in agency relationships – garnering the best teams, building highly engaging relationships and delivering great results with a keen eye on costs  
    • Team player across functions and borders - collaborative, consultative, collegiate, someone who builds answers and outcomes with their stakeholders and "customers"  
  • A self-motivator 
    • Self-driven, loads of initiative, resourceful - generally very focused on getting to "yes" and getting to "do"  Impeccable attention to detail, very high-quality standards and robust principles when it comes to brand integrity and acting against insights - can defend the customers wishes and hopes within logical, engineering-based environments and will always fight for the standards that our brand deserves 
  • A trusted advisor 
    • Disciplined and empathetic people manager, developing capability and competency within the team and across virtual teams; empowering people to have very involving and rewarding brand stewardship projects – managed to the high standards demanded for our brand  
    • Someone that people see as a trusted adviser, a project partner, a strong voice for the customer in global forums and an aficionado on the customer and the markets within the region

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.

R0050041

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