Sr. Director, Customer 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:

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.

At PayPal, we create better ways for consumers and merchants to pay and get paid. Putting customers’ needs first, we are redefining the payments category through product, marketing, and service delivery innovation.
To support this mission, PayPal is seeking a Director of Customer Insights to lead a team of Marketing Research professionals. The team is accountable for guiding the Leadership & Stakeholders with actionable insights derived from Consumers and Merchants in the Americas, EMEA, and APAC across PayPal platforms. It supports PayPal’s executives and business units by delivering world-class decision management solutions that provide insights on key business drivers, trends, and opportunities.

The Senior Director's responsibilities include leading the development of best-in-class research and analytics capabilities to guide strategic business decisions. Building analytical foundations for scalable solutions that are essential to decision-making with internal business partners. Designing and executing market research efforts to analyze consumer behavior, preferences, and trends. Translating research data into clear, actionable insights and recommendations through visual, creative, and story-driven reports. Introducing new research techniques by leveraging Machine Learning and AI solutions. Designing new performance management solutions and optimizing the global portfolio of existing solutions.

The role requires strong strategic and analytical skills, and the ability to work with stakeholders across geographies, businesses, and functions. Additionally, the role requires the ability to drive change and innovation, as the group’s scope and mandate expand.

To succeed in this role, you will need expertise in market research, problem-solving, influencing, storytelling, and executive-level communication. You will be working with senior stakeholders, from the C-suite to operational leaders, across geographies, businesses, and functions to bring clarity to their most pressing decisions. You will be responsible for conducting research that illuminates the market, product, and customer landscape for the entire organization.

Job Description:

• Develop a deep understanding of PayPal’s business lines, products and geographies using survey and analytical tools including segmentation, customer surveys and other feedback tools  

• Lead all phases of quantitative and qualitative research projects, including proposal drafting, research design, questionnaire and discussion guide development, data analysis and storytelling.  

• Identify and develop research opportunities for new and existing clients. Cultivate and foster deep client relationships to successfully execute projects and drive overall business.  

• Develops plans and strategies to implement identified efficiencies in research methodology and execution of projects to expedite delivery timelines.  

• Research, evaluate, and implement innovative ML/AI solutions to accelerate the generation of insights  

• Partner with cross-functional teams to identify key performance metrics and build dashboards and analyses to track the progress of PayPal’s businesses and high-priority initiatives  

• Perform deep dives to identify challenges, opportunities and specific actions required  

Requirements

• 12+ years of experience in market research  

• Experience in high-performing market research or analytical teams  

• Bachelor’s degree from a top tier institution MBA/MS is a plus  

• 5+ 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  

• Excellent collaboration and interpersonal skills and proven ability to build strong working relationships with individuals at all levels of management, including senior leaders  

• Able to balance methodological rigor with scrappiness and urgency.