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Senior UX Metrics Researcher in San Jose at PayPal

Date Posted: 3/26/2020

Job Snapshot

  • Employee Type:
  • Location:
    San Jose
  • Job Type:
  • Experience:
    Not Specified
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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.

You are an experienced mixed methods research professional with a passion for rigor, collaboration, and influencing teams to design, build and ship amazing products. You have a proven track record of shaping and delivering a wide range of research projects that use both qualitative and quantitative methods across the product development lifecycle. You understand how to apply different approaches to define, improve and measure the customer experience. You have a nuanced and deep understanding of how to effectively combine data types and sources to form a synthesized view of the customer experience. You meet the team where they are to influence their thinking, their practice and the products they build. This requires a proven track record of partnering with data analytics, product owners, designers, engineering and other researchers. A background in establishing and scaling a practice of understanding and measuring UX will help you stand out for this role.


  • Define research approaches to understand and measure the UX throughout the product development lifecycle. 
  • Deliver actionable research insights that influence teams’ roadmaps and drive the prioritization of UX improvements, with a clear focus on how to “move the needle” in ways that are most impactful for customer benefit and business value.   
  • Deliver clear, concise measures of UX that inform teams on how their product experiences compare across releases and competitors. 
  • Design compelling and digestible deliverables, focused on visually telling the story, and highlighting important insights for longevity. 
  • Socialize, collaborate and present UX metrics work and findings to multiple teams and leaders, across the organization. 
  • Partner closely with Sr. stakeholders across the organization to support their planning and execution of UX measurement. You may not run all the studies yourself, but your influence and consultation will ensure rigor and consistency across teams. 
  • Communicate directly with Executive team, sharing a clear and reliable view of the quality of our UX across the suite of PayPal products. 
  • Coordinate UX metrics with other Customer Experience and Voice of the Customer programs in the organization to present a unified view of our experiences. 
  • Work effectively with researchers in different parts of the company (marketing, strategy, analytics) and infuse other research or data into your own research work. 
  • Own the program management of measuring UX across the organization, ensuring on time and on budget delivery. 


  • 10+ years of experience in user experience research and design; across companies or fields an advantage. 
  • Bachelors and/or Advanced 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 in both qualitative and quantitative research methodologies and how to combine them for maximum impact. 
  • Comfort in basic statistics; power analysis, driver analysis, significance testing, factor analysis. 
  • Excellent communication, presentation and interpersonal skills; a team player and a strong partner. 
  • Practical understanding of how to build a program for UX data collection across a complex and varied suite of products for both business and consumer.  
  • Ability to influence and guide others on the value and importance of measuring UX and how it can drive product decisions. 
  • A thorough understanding of the bigger picture; user context, product development lifecycle, key channels, platforms and competitor experiences. 

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



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