Sr Specialist, Voice of Customer

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 are seeking a Voice of Customer team member who will be focused on customer insights & product design to join our dynamic team. This individual will be responsible for gathering and analyzing customer insights to inform the product design process, while collaborating closely with cross-functional teams. The individual will have influence over product decisions and strategy by providing data-driven recommendations that enhance the customer experience.

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:

• Minimum of 5 years of relevant work experience and a Bachelor's degree or equivalent experience.

Preferred Qualification:

• Bachelor’s degree in a relevant field such as Marketing, Product Design, or Business Management.
• Some experience in customer research, user experience design, or a related field.
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Strong communication and presentation skills to share insights and recommendations with various teams, including senior leaders, with a focus on creating compelling stories that lead to action.
• Familiarity with working with product design teams, influencing design decisions based on customer insights.
• Familiarity with tools like user testing platforms, wireframing, prototyping, and analytics tools (e.g., Figma, Adobe XD, Google Analytics, Looker).
• Ability to work in a collaborative environment and influence cross-functional teams without direct ownership of the product.

Nice to Have:

• Experience with agile methodologies and working in fast-paced, iterative environments.
• Experience with top tier consulting companies.
• Familiarity with A/B testing, customer journey mapping, and other advanced UX research techniques.
• Knowledge of the product lifecycle and how insights inform product development.

Key Responsibilities:

• Customer Insights Gathering: As