Senior Experience Researcher

PayPal; New York (NY); On-site; USD 129,000 - 192,000; Full time

Benefits offered by this job

Healthcare coverage

Paid time off

Financial wellbeing

Job summary

PayPal is seeking an Experience Researcher with a mixed-methods background to join our Enterprise Services Experience Research team. You’ll own research end-to-end, framing questions, building roadmaps, and driving action from findings in a fast-paced, collaborative environment.

You will lead projects and partner across design, product management, and engineering to uncover deep insights for businesses, marketplaces, and partners.

Qualifications

• 3+ years relevant experience and a Bachelor's degree.
• Experience with enterprise or mid-market buyers and/or developers.
• Familiarity with a range of research methods including interviews, usability testing, diary studies, ethnography.

Responsibilities

• Own and drive research programs within the assigned product space from start to finish, partnering with stakeholders to ensure insights are acted upon.
• Design, coordinate and execute qualitative and quantitative research projects across various methodologies.
• Balance in-house research with vendor-managed projects, maintaining quality and rigor.
• Present insights concisely to stakeholders and influence product decisions.
• Collaborate with design, product management and engineering to drive alignment and strategy.

Skills

User research

Data analysis

Cross-functional collaboration

Qualitative research

Quantitative research

Stakeholder management

AI methods

Education

Bachelor's degree

Job description

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

We’re looking for an Experience Researcher with a mixed-methods background to join our Enterprise Services Experience Research team. As an influential member of the team, you’ll play a vital role in uncovering deep insights that shape user-centered experiences for businesses, marketplaces, and partners. You’ll own research end-to-end — from framing questions and developing research roadmaps to driving action from your findings — in a collaborative, fast-paced environment.

Job Description

Essential Responsibilities

• Perform data analysis using specialized domain knowledge and developed business expertise
• Lead projects and/or programs within the Experience Research family with moderate scope impacting the Product function
• Utilize research methodologies to optimize user experiences using general parameters under broad supervision
• May act as a subject matter resource for entry level and developing colleagues
• Share best practices and insights with team members to foster a collaborative research environment.

Minimum Qualifications

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

Additional Responsibilities

• Own and drive research programs within assigned product space from beginning to end, partnering with stakeholders to ensure insights are acted upon.
• Design, coordinate and execute qualitative and quantitative research projects involving a wide range of methodologies.
• Balance in-house execution of research with vendor-managed projects, maintaining quality and rigor across both models.
• Successfully leverage insights across various research functions and data sources (e.g. market data, behavioral data, qualitative findings, etc.) throughout the product development lifecycle.
• Prepare and present research findings and recommendations in a concise and compelling way to stakeholders at all levels, ensuring outputs are actionable.
• Act as a vital liaison between design, product management, engineering, and go-to market teams, driving alignment across stakeholders.
• Design and contribute to workshops and design sprints by surfacing relevant insights, identifying research opportunities, and influencing the evolution of our product and design strategies.
• Identify and implement innovative research techniques and emerging tools — including AI methods — to address evolving business needs.
• Model a growth mindset by actively seeking and providing feedback, experimenting with new approaches, collaborating with other researchers and working to expand your skillset.

Preferred Qualifications

• 5+ years relevant experience in user experience research, product strategy, and/or market research or equivalent project/portfolio experience with B2B audiences.
• Experience conducting research with large enterprise and mid-market corporate decision-makers and/or developers.
• Experience with a variety of research methods and approaches including: 1:1 interviews, cognitive walkthroughs, moderated and unmoderated usability testing, concept testing, contextual inquiry, diary studies, ethnography, Jobs-to-be-Done, journey mapping, personas, survey design and analysis.
• Background in payments, financial services, or platform ecosystems in the financial services space.
• Comfort with ambiguity: work closely with stakeholders, approach discussions with a method-agnostic mindset.

Subsidiary

PayPal

Travel Percent

0

Pay Range

Primary Location | Pay Range:

• New York City, New York: ($129,500.00 - $191,950.00 Annually)

Additional Location(s) | Pay Range:

• Chicago, Illinois: ($117,500.00 - $174,350.00 Annually)
• Austin, Texas: ($117,500.00 - $174,350.00 Annually)
• San Jose, California: ($129,500.00 - $191,950.00 Annually)

Additional compensation for this role may include an annual performance bonus, equity, or other incentive compensation, as applicable.

Our Benefits

At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset-you. That’s why we offer comprehensive, choice-based programs, to support all aspects of personal wellbeing—physical, emotional, and financial—delivering meaningful value where it matters most. We strive to create a flexible, balanced work culture with a holistic approach to benefits, including generous paid time off, healthcare coverage for you and your family, and resources to create financial security and support your mental health.

Who We Are

Click Here to learn more about our culture and community.

Commitment to Diversity and Inclusion

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [e-mail].

Belonging at PayPal

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Any general requests for consideration of your skills, please Join our Talent Community.