VP, Insights

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

Job Description Summary:

As VP Insights for our Experience Design (XD) organization, you’ll help us achieve that mission in a high-impact, high-visibility role that transforms customer insights, experience measurement, and experience strategy into strategic plans, learning agendas, and next-generation initiatives for the entire company.
Reporting directly to our Chief Design Officer, you’ll lead a full-spectrum design research, testing, and measurement practice that teams with a product, Engineering, Operations, and division leaders to surface customer needs and collectively solve challenges for every PayPal customer — across consumers, merchants, and developers.

What you’ll do:
Success in this role finds you continuously connecting insights from experience research into work across PayPal. You’ll influence roadmaps, product, and design decisions: gathering and synthesizing customer feedback, leveraging behavioral science, and moving testing upstream to drive product decision-making early in the process. As a design executive, you will also support strategic recruiting efforts across the company by inclusively sourcing top talent and building a diverse, world-class bench of future leaders.

Job Description:

• Work with XD executive leadership to determine design and research strategy direction, and priorities.
• Lead, grow, and develop a global, full-spectrum research group (qualitative, quantitative, user researchers and managers) that supports product and technology teams across the entire company.
• Connect customer insights to strategic planning and initiatives across PayPal.
• Establish a behavioral science and design function.
• Develop a robust experience measurement and optimization function.
• Provide visibility for the Insights group across PayPal and ensure deep customer insight is fueling XD efforts.
• Drive and develop processes, team ceremonies, and a shared sense of purpose across the PayPal research community.
• Drive qualitative and quantitative functions and frameworks that measure customer-experience health and drive measurably positive changes for users of our products and services.
• Collaborate with Design Operations to inform, build, and scale programs and infrastructure that keep the customer’s voice at the center of critical initiatives.
• Build research programs, platforms, and tools that empower all PayPal employees to learn, apply, and effectively conduct quality research.
• Become a trusted strategic partner to our Product, Marketing, and Engineering teams. Communicate and demonstrate the value of user research and deliver insights that lead to demonstrable business value.
• Inspire and motivate a diverse team of researchers to do the best work of their careers by continuously improving how they employ UXR methods and drive product development using research insights.
• Develop programs that disseminate research broadly across PayPal and ensure users’ voices remain at the forefront of key strategic initiatives.
• Play an integral role in cross-functional strategic planning efforts to understand and bridge business priorities with Design and Research investment and output.

Requirements:

• Bachelor’s degree or equivalent experience, along with 15+ years of proven experience in design research, design strategy, experience strategy, design thinking, behavioral science, and human-centered design.
• 10+ years of management experience: hiring, developing, and leading diverse and inclusive teams, and positively inspiring others to do their best work.
• Executive-level communication, presentation, storytelling, influence, and interpersonal skills.
• Deep familiarity with service and experience design, and the ability to inject fresh ideas into a world-class experience design organization.
• Able to balance methodological rigor with scrappiness and urgency.
• Driven to positively influence the lives of our users above and beyond what the company asks.
• Towering strengths in conceptual thinking and creative problem-solving.
• Visible, driving presence in the larger design and research community, with unique ideas about design leadership and the creative process.
• Extraordinarily skilled in written and verbal communication, with strong organizational skills and dedicated attention to detail.
• Strong bias for action: You can juggle multiple priorities with ease and effectively deliver in a fast-paced, dynamic environment.
• Expert fa