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 Researcher who is passionate about understanding user needs. Joining the Merchant Insights Team in the Small Business Segment, you’ll play a vital role in uncovering deep insights that inform the creation of user-centered experiences.
Through a variety of research methods, you’ll help us build trust and security into our products, while also contributing to a positive brand experience for our target audience. Your strong communication and collaboration skills will be essential for effectively sharing your findings and influencing stakeholders in the design process.
Job Description:
At PayPal, user research is more than just interviewing people or testing screens—it’s about the systematic investigation of our users and their relationship with our product.
Focused on the Small Business Segment, this team is driven to make a positive impact on people and their businesses.
Our team's responsibility is to the user—to understand what they need or want and what their goals are. It is also our responsibility to translate those needs to our design, product, and engineering partners and help drive the development of products that have a meaningful impact on the lives and financial health of our business customers.
Your way to impact
At PayPal, UX Researchers influence teams to make customer-centric decisions across the product development lifecycle.
This includes early research to understand customer needs and problems, and continues through design definition and prototyping, to post-launch research that informs future iterations.
Our studies employ a variety of qualitative or mixed methods research approaches; card sorting, tree tests, diary studies, surveys, interviews, unmoderated and moderated usability testing and concept evaluations. We start by asking the right questions and end with targeted deliverables and story telling that bring our stakeholders closer to our customers.
UX Researchers focus on impact of research and are tireless advocates for our customers.
As a UX Researcher you will be the voice of the customer. You will craft research programs that bring team members answers to their most important questions, and help to define new research questions and initiatives.
What You Need to Know About the Role
We’re looking for a curious and empathetic Senior Researcher who is passionate about understanding user needs.
Joining the Merchant Insights Team in the Small Business Segment, you’ll play a vital role in uncovering deep insights that inform the creation of user-centered experiences.
Through a variety of research methods, you’ll help us build trust and security into our products, while also contributing to a positive brand experience for our target audience.
Your strong communication and collaboration skills will be essential for effectively sharing your findings and influencing stakeholders in the design process.
Your day-to-day
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Be a proactive member of a cross-functional product team by identifying research opportunities that inform product and design strategy, scoping project requirements, and clearly communicating your approach.
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Independently execute research studies from beginning to end: identify the right research questions, define the participant sample, choose the best methodology, design the study, and execute with attention to detail and quality.
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Present compelling insights and recommendations to multiple teams and leaders across the organization that drive customer-centric decisions.
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Have a clear understanding of how various research functions and data sources (e.g. market research, product marketing, analytics, etc.) contribute to the product development lifecycle, and how to integrate them into your own work
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Act as a vital liaison between design, product management, and marketing teams.
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Champion the voice of the customer in workshops and design sprints by surfacing relevant findings, pitching research opportunities, and informing the evolution of our product and design strategy.
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Shape our thriving Experience Design community: advocate for user-centric approaches, pilot new workflows, and explore best practices that evolve our craft.
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Demonstrate a growth mindset by actively seeking feedback, experimenting new approaches, and working to expand your skillset.
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Bachelor’s +4-5 years and/or Master’s Degree +3-4 years in the study of user experience, design, research or related fields; for example, Design, Information Architecture, Human Factors/HCI, Psychology, Cognitive or Social Sciences OR alternative equivalent project/portfolio experience.
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Experience across digital products and platforms, financial services and/or e-commerce expertise an advantage.
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Experience in B2B or business-to-business environments. Specifically in navigating the unique challenges of recruiting and scheduling research sessions with business users.
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Experience with a variety of research methods and approaches in remote, field, and lab settings: card sort, tree test, diary study, in-depth interview, unmoderated and moderated usability, concept testing.
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Experience using leveraging research tools like UserZoom, UserTesting, Dscout, etc. and adaptability to learn and utilize new tools as needed to meet the evolving needs.
What do you need to bring
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Hands on experience in the study of user experience, design, research or related fields; for example, Design, Information Architecture, Human Factors/HCI, Psychology, Cognitive or Social Sciences OR alternative equivalent project/portfolio experience.
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Experience across digital products and platforms, financial services and/or e-commerce expertise an advantage.
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Experience in B2B or business-to-business environments. Specifically in navigating the unique challenges of recruiting and scheduling research sessions with business users.
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Experience with a variety of research methods and approaches in remote, field, and lab settings: card sort, tree test, diary study, in-depth interview, unmoderated and moderated usability, concept testing.
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Experience using leveraging research tools like UserZoom, UserTesting, Dscout, etc. and adaptability to learn and utilize new tools as needed to meet the evolving needs.
We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.
Additional Job Description:
Subsidiary:
PayPal
Travel Percent:
0
For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.
Our Benefits:
At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.
We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.
Who We Are:
Click Here to learn more about our culture and community.
Commitment to Diversity and Inclusion
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 [email protected].
Belonging at PayPal:
Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.
Any general requests for consideration of your skills, please Join our Talent Community.
We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.
Top Skills
What We Do
HELP US REIMAGINE MONEY.
At PayPal, we believe that now is the time to democratize financial services so that moving and managing money is a right for all citizens, not just the affluent. We are driven by this purpose, and we uphold our cultural values of collaboration, innovation, wellness and inclusion as our guide for making decisions and conducting business every day. It is our duty and privilege to be customer champions and put those we serve at the center of everything we do.
We are one team that respects and values diversity of thought for everyone, everywhere, and we actively seek to create an energizing workplace that brings out the best in all of us. If you’re ready to shape the future of money, join the team at PayPal. We're proud to work here. You will be too.
PayPal is headquartered in San Jose, California and its international headquarters is located in Singapore.
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