Sr Staff Content Designer, Platforms & Tools - E2E Servicing

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:

This job leads complex projects requiring an understanding of current business trends. They collaborate with teams to resolve intricate problems related to content and user experience, developing processes that improve global content design practices. This role also involves mentoring junior team members and analyzing user feedback to inform content strategy and design improvements, ensuring a user-friendly experience.

Job Description:

Essential Responsibilities:

• Develop clear objectives and priorities within content design to deliver results and meet organizational goals
• Influence decision-making at the senior leadership level
• Perform the most highly complex work assignments using domain knowledge and extensive business expertise
• Develop and deliver innovative content design strategies that enhance user experience and benefit customers and/or clients
• Lead major business projects which impact the content design unit or the product function
• Design, evaluate, and select process, product, and service improvements based on thorough understanding of business needs and industry trends

Expected Qualifications:

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

Additional Responsibilities & Preferred Qualifications:

As a Senior Staff Content Designer on PayPal’s Platforms & Tools team, you'll lead a portfolio of high-complexity workstreams focused on transforming our servicing experiences and self-service journeys. You’ll propose, craft, and guide the creation of solutions to strengthen existing PayPal systems — while envisioning and defining the future of our platforms. You'll mentor and influence Content Designers within Platforms & Tools and across PayPal pillars. And you’ll collaborate closely with teammates across Design, Product, Engineering, Legal, Policy, and more. 

Additional Responsibilities: 

• Pitch, plan, and craft experiences and interface content for web and app experiences (across all touchpoints including navigation and user interface copy, emails, push, and in-app notifications).   
• Define, present, and align stakeholders on holistic content and design strategies, scalable patterns and frameworks, and detailed language decisions.
• Set direction and drive execution of complex programs by setting stakeholder expectations, indepe