Lead UX Researcher, Metrics & Measures in San Jose at PayPal

Date Posted: 7/6/2019

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 277 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 User Experience Design team at PayPal champions user centered design across our organization. Working in partnership with Product and Engineering teams, we build the next generation of financial services products. The UER team, working with our Design partners, designs and delivers impactful research that guides our work and brings the voice of the user to all we do. We are looking to recruit an experienced research leader to join our User Experience Research team in San Jose. You will be a highly experienced, senior researcher with a passion for creative and dynamic insights that help teams build better products that ship. You will have a proven track record of designing and delivering a wide range of research projects and programs and be comfortable with traditional and new approaches in recruitment, methodology and reporting. You are at heart a deep and insightful thinker who brings a fresh perspective and strong point of view to your work. This role will focus on running our UX product health function through the expert development of UX metrics and measures. You take a program view and enjoy working across methods and techniques to build out a true understanding of how PayPal experiences impact our customers. You will be as comfortable facilitating a lab study as moderating a co-creation group and enjoy bringing new methods and techniques to our wider research community. You will be a powerful presenter, communicator and influencer, with an understanding of the bigger picture, including product and business needs. You deliver work with energy and passion and understand the value of strong, clear, visual outputs and deliverables. Crucially, you will enjoy working in a fast paced environment with partners from many parts of our Global Product organization. PayPal believes in the value of multi-disciplinary teams collaborating to build the best possible products for our customers. You will be a hands on leader and integral to this process, ensuring high quality, impactful research is key. Ultimately, you know you can be an influential leader in our organization and deliver PayPal’s vision to make simple, compelling financial products for all.


  • Identify key research questions and objectives in partnership with product, design and engineering teams.
  • Design and develop thought provoking research methods and approaches that best meet needs.
  • Identify research and design targets, developing screeners that best support projects, as well as creative recruitment strategies where required.
  • Carry out research projects with highest levels of customer awareness and business/brand reputation.
  • Synthesize/analyze data and findings, developing genuine insights, outputs and frameworks. 
  • Design creative and compelling deliverables, focused on visually telling the story, and highlighting important insights.
  • Plan and deliver research programs within budget, timeline and project requirements.
  • Review with colleagues and present work to multiple teams and leaders, across the organization and outside where required.
  • Provide input and guidance to junior team members and colleagues, helping teams get on the right track and stay customer focused.


  • 10+ years experience in user experience research and design; across companies or fields an advantage.
  • 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.
  • Experience across products and platforms and financial services.
  • Excellent communication, presentation and interpersonal skills; a team player and a strong partner.
  • Practical understanding of traditional and new research and recruitment methods, UX methodology and design thinking.
  • Ability to influence and guide others on the value and importance of user centered thinking and research.
  • A thorough understanding of the bigger picture; user context, product lifecycle, key channels, platforms and competitor experiences etc.

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.



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