Lead UX Researcher, Experience Strategy

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to revolutionize commerce globally to make moving money, selling and shopping, personalized and secure. 

Job Description Summary:

As the Lead UX Researcher on the Experience Strategy team, you’ll pioneer creative research programs that explore what’s next for PayPal. Through a blend of qualitative and quantitative research, you’ll play a pivotal role in driving our go-to-market strategy for new products and shaping the evolution of our experiences across time horizons. Your thought-provoking foresight and ideation workshops will foster innovation, empowering teams to think differently. And by distilling complex data into compelling narratives, you will elevate the voice of the customer across the organization.

Job Description:

About Our Team   

At PayPal, design isn't just about creating visually appealing products—it's about shaping experiences that empower and delight our customers. We place the customer at the heart of everything we do, striving to enhance their financial well-being through innovative solutions. As leaders in financial technologies, we're driven by a shared mission to make a positive impact on people and businesses worldwide. Our collaborative approach brings together diverse talents—from designers and researchers to engineers and product leaders—to craft seamless and impactful experiences that resonate with millions of users across the globe.  

 

What You Need to Know About the Role    

As the Lead UX Researcher on the Experience Strategy team, you’ll pioneer creative research programs that explore what’s next for PayPal. Through a blend of qualitative and quantitative research, you’ll play a pivotal role in driving our go-to-market strategy for new products and shaping the evolution of our experiences across time horizons. Your thought-provoking foresight and ideation workshops will foster innovation, empowering teams to think differently. And by distilling complex data into compelling narratives, you will elevate the voice of the customer across the organization.  

 

Your Day to Day    

•  Be an influential member of a cross-functional product team(s) by identifying research opportunities, scoping program requirements, shaping the product roadmap, guiding the evolution of the design, and otherwise championing the voice of the customer across the organization. 

• Independently own and drive research programs from beginning to end: identify the right research questions, define the participant sample, choose the best methodology, design the study, and execute with attention to detail and a high level of rigor. 

• Skillfully and effectively present compelling insights and recommendations to multiple teams and leaders across the organization, leveraging strong storytelling skills to facilitate constructive debate and drive customer-centric decision-making. 

• Successfully leverage insights across various research functions and data sources (e.g. market research, product marketing, analytics, etc.) throughout the product development lifecycle. 

• Act as a vital liaison between design, product management, and marketing teams, driving alignment across all stakeholders. 

• Expertly facilitate workshops and design sprints by surfacing relevant findings, pitching research opportunities, and influencing the evolution of our product and design strategy 

• Act as a thought leader across our thriving Experience Design community: drive strategic change initiatives, advocate for user-centric approaches, optimize workflows, and establish best practices that evolve our craft. 

• Model a growth mindset by actively seeking and providing feedback, experimenting with new approaches, working to expand your skillset, and mentoring other researchers to help them grow. 

 

What You Need to Bring    

•  Masters, Bachelors, or Professional degree backed by 6+ years of experience in design, research, or related fields, demonstrating creativity, leadership, and significant impact within each previous role.  

• Experience in financial services, ecommerce, or related industries preferred; demonstrated understanding of sector-specific challenges, needs, and opportunities 

• Proficient in a variety of qualitative research methods and approaches: in-depth interviews, diary studies, contextual inquiry, participatory research, observational research, etc. 

• Proficient in a variety of quantitative research methods and approaches: choice-modelling survey design and analysis, significance testing, statistical analysis, concept testing, etc.