PayPal, Inc. is hiring: Senior Director, UX Research in San Jose

The Company

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy.

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards. Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade.

Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Job Description Summary:

As a Senior Research Director within the PayPal.com team, you will serve as a research leader who is accountable for the research strategy and execution at scale across various end-to-end experiences for new and current customers globally. You will guide your team and work with other senior leaders and cross-functional team members to build and deliver the best possible PayPal showcase experience for our merchants and consumers around the world.

Job Description:

The customer is at the center of everything we do at PayPal. As a leader in financial technologies, PayPal teams are cross-functional and inspired by the goal of improving the financial wellbeing of people and businesses around the world. Our cross-functional teams partner across the PayPal family of companies as one team to deliver unique and meaningful products for millions of customers around the world.

You will report to the VP of Insights and be a member of our diverse Global Design Organization where we use our design and research skills to inspire and influence across the company. We believe that different perspectives and backgrounds inside our team lead to innovation and inclusion in our product design. We advocate for meaningful and engaging experiences for our diverse global customers. We support each other, learn from challenges, and have fun along the way.

Here's what you'll do:

1. Strategic Leadership:
   1. Craft comprehensive research plans and learning agendas aligned with business goals and product vision.
   2. Advocate for user-centered design principles across the organization.
   3. Act as data-backed Customer Voice across a diverse portfolio of products.
   4. Identify and prioritize research initiatives to support product strategy.
2. Team Development:
   1. Lead, mentor, and develop a high-performing team of UX researchers.
   2. Oversee the recruitment, training, and retention of top talent in UX research.
   3. Foster a collaborative and inclusive team culture that encourages continuous learning and professional growth.
3. Research Execution:
   1. Oversee the team's research to ensure execution aligns with outcomes.
   2. Plan research roadmaps, forecast and prioritize resource needs.
   3. Synthesize research findings across many projects into actionable insights and recommendations to inform overall product strategy.
4. Stakeholder Collaboration:
   1. Partner with cross-functional teams and collaborate closely with design, product, engineering, and other stakeholders to ensure that research findings are seamlessly integrated into the product development process and translated into tangible solutions that address user pain points and delight customers.
   2. Communicate insights effectively: Share research findings in a clear, compelling, and engaging manner through reports, presentations, and workshops, influencing key stakeholders and driving strategic decision-making.
   3. Influence product decisions by providing evidence-based recommendations and advocating for the user perspective.
5. Operational Excellence:
   1. Foster a culture of research excellence by mentoring and developing your team, establishing best practices in research methodologies, and contributing to the broader UX research community.
   2. Stay current with industry trends, emerging research methodologies, tools, and best practices in UX research.
   3. Implement and refine research processes and tools to enhance efficiency and impact.
   4. Measure and report on the impact of UX research on product success and user satisfaction.

What you'll bring:

1. 15+ years of experience in UX research with a proven track record of leading research initiatives, conducting user testing, and translating insights into actionable recommendations.
2. 7+ years managing direct reports and other managers.
3. A strategic mindset with experience developing and executing research plans that align with business objectives and drive long-term product vision.
4. Outstanding communication skills: Ability to articulate complex research findings clearly and persuasively to technical and non-technical audiences.
5. A collaborative spirit where you thrive in a dynamic team environment, build strong relationships with cross-functional stakeholders, and work effectively through ambiguity.
6. Passion for customer experience with a deep understanding of UX/CX principles and methodologies and a genuine commitment to designing solutions that meet and exceed user needs and expectations.

Additional Information:

1. Advanced degree in Human-Computer Interaction, Psychology, Anthropology, Design, or a related field; Ph.D. is a plus.
2. Solid understanding of modern technologies, commerce, and personalization.
3. Proven ability to manage multiple projects and lead teams.
4. Experience working cross-functionally and synthesizing feedback from diverse stakeholders.
5. Compelling storytelling skills to educate and engage audiences.
6. Experience with the financial services industry a plus.

If you are a passionate and experienced Insights leader ready to take your career to the next level, we encourage you to apply.

Join us and build the future of customer experience at PayPal!

#J-18808-Ljbffr