Senior Experience Researcher

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 Summary:

We’re looking for an Experience Researcher to join our Merchant Experience Research Team at PayPal. As an influential member of a cross-functional product team, you’ll play a vital role in uncovering deep insights that shape user-centered experiences for merchants, consumers, and partners. You’ll own research end-to-end — from framing questions to driving action from your findings — in a collaborative, fast-paced environment.

Job Description:

Essential Responsibilities:

• Perform data analysis using specialized domain knowledge and developed business expertise
• Lead projects and/or programs within the Experience Research family with moderate scope impacting the Product function
• Utilize research methodologies to optimize user experiences using general parameters under broad supervision
• May act as a subject matter resource for entry level and developing colleagues
• Share best practices and insights with team members to foster a collaborative research environment.

Minimum Qualifications:

• 3+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.

Additional Responsibilities & Preferred Qualifications:

• 5+ years relevant experience in user experience research, product strategy, and/or design OR equivalent project/portfolio experience.
• Experience with a variety of research methods and approaches including: 1:1 interviews, cognitive walkthroughs, moderated and unmoderated usability testing, concept testing, contextual inquiry, diary studies, ethnography, Jobs-to-be-Done, journey mapping, personas, survey design and analysis.
• Background in commerce, omnichannel retail, and/or point-of-sale (POS).
• Prior hardware experience a plus.

Additional Responsibilities:

• Own and drive research programs from beginning to end by identifying the right research questions, defining the participant sample, choosing the best methodology, designing the study, executing with attention to detail and a high level of rigor, and partnering with stakeholders to ensure insights are acted upon.
• Design, coordinate and execute qualitative and quantitative research projects involving a wide range of methodologies.
• Balance in-house execution of research with vendor-managed projects, maintaining quality and rigor across both models.
• Successfully leverage insights across various research functions and data sources (e.g. market research, product marketing, analytics, etc.) throughou