Senior UX Researcher, Identity

The Company 

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 237 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom, enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies. 

PayPal is a purpose-driven company whose beliefs are the foundation for how we conduct business every day.  We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect.  Our employees challenge the status quo, ask questions, and find solutions.  We want to break down barriers to financial empowerment.  Join us as we change the way the world defines financial freedom. 

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.  

The PayPal Purchase experience design team is responsible for delivering seamless, personalized, and rewarding buying experiences for our 30 million merchants and 426 million customers. We recently redesigned our checkout experience, creating a fast, flexible flow that facilitates transactions across 200 markets globally. We build trust and security through our identity experience (login, authentication, etc.), while preserving speed and convenience for our customers.  

What You Need to Know About the Role    

We’re looking for a curious and empathetic Senior UX Researcher who is passionate about driving customer-centric decisions across the product development lifecycle. This includes early research to understand customer needs and problems, and continues through design definition and prototyping, to post-launch research that informs future iterations. Our studies employ a variety of qualitative or mixed methods research approaches; card sorting, tree tests, diary studies, surveys, interviews, (un)moderated usability testing, and concept evaluations. We start by asking the right questions and end with continuous storytelling that shapes our product strategy 
 

Your Day to Day    

• Be a proactive member of a cross-functional product team by identifying research opportunities that inform product and design strategy, scoping project requirements, and clearly communicating your approach. 

• Independently execute research studies 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 quality. 

• Present compelling insights and recommendations to multiple teams and leaders across the organization that drive customer-centric decisions.     

• Have a clear understanding of how various research functions and data sources (e.g. market research, product marketing, analytics, etc.) contribute to the product development lifecycle, and how to integrate them into your own work 

• Act as a vital liaison between design, product management, and marketing teams. 

• Champion the voice of the customer in workshops and design sprints by surfacing relevant findings, pitching research opportunities, and informing the evolution of our product and design strategy 

• Shape our thriving Experience Design community: advocate for user-centric approaches, pilot new workflows, and explore best practices that evolve our craft. 

• Demonstrate a growth mindset by actively seeking feedback, experimenting new approaches, and working to expand your skillset.  

What You Need to Bring    

• Masters, Bachelors, or Professional degree backed by 3+ years of experience in design, research, or related fields 

• Proficient in a variety of research methods and approaches: in-depth interviews, diary studies, (un)moderated usability testing, card sorts, tree tests, survey design and analysis, etc.  

• Experience in financial services, ecommerce, or related industries preferred