Sr. Manager- User Experience Research

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:

What you need to know about the role:

You will report to a Director of UX Research 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.


Meet our team:

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.

Job Description:

Your way to impact:

As a Senior Manager on the Research team, you will serve as a research leader who is accountable for the research planning and execution 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

Your day to day:

• Lead research efforts across the team, including planning, execution, and presenting actionable insights and recommendations to stakeholders and senior leaders across the organization
• Develop and execute a UX research roadmap that aligns with business line product goals.
• Handle a balanced portfolio or research programs spanning generative to evaluative research and ensure timely and high-quality execution against commitments that drive business outcomes.
• Work with your team of researchers to design and implement a variety of qualitative and quantitative research methods, including usability testing, surveys, interviews, field studies, and analytics.
• Communicate research findings and implications clearly and persuasively to diverse audiences, including executives and cross-functional teams.
• Partner with product managers, designers, engineers, and other stakeholders to integrate research insights into the product definition, design, and development process.
• Coach your team to leverage existing insights to drive a broader customer understanding across the business and partner with your other research peers to connect research findings together into richer and holistic customer knowledge.
• Recruit, train, mentor, develop top talent in UX research.
• Participate in defining and Implementing research processes and tools to enhance efficiency and impact for the broader research team.
• Actively contribute to the wider UX research & manager community, mentoring others and leveraging your strengths to help others grow.

What do you need to bring:

• 10+ years of experience in UX research with a proven track record of leading research initiatives, conducting user testing, and translating insights into actionable recommendations.
• 5+ years managing direct reports.
• A strategic mindset with experience developing and executing research plans that align with business objectives and drive long-term product vision.
• Outstanding communication skills with the ability to articulate complex research findings clearly and persuasively to technical and non-technical audiences.
• A collaborative spirit where you thrive in a dynamic team environment, build strong relationships with cross-functional stakeholders, and work effectively through ambiguity.
• 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.
• Advanced degree in Human-Computer Interaction, Psychology, Anthropology, Design, or a related field; Ph.D. is a plus.
• Solid understanding of modern technologies, commerce, and personalization.
• Proven ability to manage multiple projects and lead teams.
• Experience working cross-functionally and synthesizing feedback from diverse stakeholders.
• Compelling storytelling skills to educate and engage audiences.
• 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!

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 talentaccommodations@paypal.com.  

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.