Sr Staff Experience Researcher

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:

Job Summary
We're seeking a Senior Staff Experience Researcher - Experience Measurement who combines deep expertise in quantitative UX research with a passion for understanding user needs at scale.
You'll be responsible for establishing measurement frameworks that connect customer feedback to behavioral and financial data. You'll leverage data analytics, statistical methods, and customer listening posts to generate actionable insights that drive strategic product decisions across our organization.

Job Description:

Essential Responsibilities:

• Develop clear objectives and priorities to deliver results and meet organizational goals
• Influence decision-making at the senior leadership level
• Perform the most highly complex research and insights using product knowledge and extensive business expertise
• Develop and deliver innovative strategies that benefit product users and customers
• Analyze research data to identify trends and insights that inform product development and user experience strategies.
• Design, evaluate, and select process, product, and service improvements based on thorough understanding of product needs and industry trends
• Mentor team members in best practices for user research and data analysis.

Expected Qualifications:

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

Additional Responsibilities & Preferred Qualifications:

• Advanced degree (Master's or Ph.D.) in Data Analytics, Psychology, Human-Computer Interaction, Statistics, Economics, or related quantitative field

• Deep expertise in statistical analysis, predictive modeling, and advanced quantitative research methods

• Proficiency in analytical tools including SQL, Python, R, SAS, and visualization platforms like Tableau or Power BI

• Experience with customer experience platforms, survey tools (Qualtrics), and large-scale data collection methodologies

• Strong understanding of experimental design, A/B testing, and longitudinal research approaches

• Expert ability to design, execute, and analyze complex quantitative research studies aimed at understanding and measuring customer experience

• Proven track record of translating large datasets into strategic insights and actionable recommendations

• Experience building and maintaining measurement frameworks that scale across global organizations

• Strategic mindset with ex