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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:

We’re looking for a curious and empathetic Senior Manager, UX Research who is passionate about driving customer-centric decisions across the product development lifecycle. In this role, you will cultivate a strong research practice by providing thoughtful mentorship and guidance, developing comprehensive learning agendas, and building strategic cross-functional partnerships.

What You Need to Know About the Role

We’re looking for a curious and empathetic Senior Manager, UX Research who is passionate about driving customer-centric decisions across the product development lifecycle. In this role, you will cultivate a strong research practice by providing thoughtful mentorship and guidance, developing comprehensive learning agendas, and building strategic cross-functional partnerships.

Your Day to Day

• Manage a diverse portfolio of mixed-methods research programs, employing rigorous prioritization to ensure timely, high quality execution that drives product and design decisions

• Skillfully and effectively share compelling insights and recommendations across the organization, leveraging strong storytelling skills to facilitate constructive debate and drive customer-centric decision-making

• Act as a strategic thought partner for design, product management, marketing, and other research teams, driving alignment across all stakeholders

• Expertly facilitate workshops and design sprints by surfacing relevant findings, pitching research opportunities, and influencing the evolution of our product and design strategy

• Define and implement research processes and tools to maximize efficiency and impact for the broader research team

• Act as a thought leader across our thriving Experience Design community: drive strategic change initiatives, advocate for user-centric approaches, optimize workflows, and establish best practices that evolve our craft.

• Model a growth mindset by actively seeking and providing feedback, experimenting with new approaches, working to expand your skillset, and mentoring other researchers to help them grow.

• Invest in the career development of your team members, and hiring to expand your team, ensuring the right mix of talent to meet organizational needs

What You Need to Bring

• Masters, Bachelors, or Professional degree backed by 10+ years of experience in design, research, or related fields, demonstrating creativity, leadership, and significant impact within each previous role.

• Experience in financial services, ecommerce, or related industries preferred; demonstrated understanding of sector-specific challenges, needs, and opportunities

• Proficient in a variety of qualitative research methods and approaches: in-depth interviews, diary studies, contextual inquiry, participatory research, observational research, etc.

• Proficient in a variety of quantitative research methods and approaches: choice-modelling survey design and analysis, significance testing, statistical analysis, concept testing, etc.

• Strong cross-functional collaboration experience, including partnering with product management, design, marketing, and other key stakeholders to facilitate constructive debate, align product and design strategies, and deliver insights in a compelling narrative that drives change