Staff Experience Architect

Segment (Twilio); Austin (TX); Hybrid; USD 160,500 - 238,700; Full time

Benefits offered by this job

Hybrid work model

Healthcare coverage

Paid time off

Job summary

PayPal is seeking a Staff Designer to shape customer servicing experiences across digital and physical products. You will partner with Product Managers, Engineers, Data Scientists, Researchers, Content Designers, and Product Designers to craft proactive, AI-powered support and operational tools that reduce effort and improve outcomes.

You’ll lead design initiatives, mentor peers, and establish scalable patterns while aligning with business goals and evolving servicing capabilities to deliver

Qualifications

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

Responsibilities

• Develop experience strategy across complex initiatives, influencing roadmaps, priorities, and outcomes across multiple teams.
• Design end-to-end experiences that reduce customer effort and improve successful outcomes.
• Apply systems thinking to connect customer, support, and operational experiences into cohesive journeys.
• Explore and validate new interaction patterns, AI-powered experiences, and emerging servicing capabilities.
• Establish scalable patterns, frameworks, and design principles that improve quality and consistency across servicing experiences.
• Mentor designers and help raise the quality of work across the organization.

Skills

Interaction design

Information architecture

Prototyping

Storytelling

Mentorship

Cross-functional collaboration

Data-driven decisions

Strategic thinking

Fintech/consumer products context

Leadership

Education

Bachelor’s degree or equivalent

Job description

PayPal is seeking a Staff Designer to shape customer servicing experiences across digital and physical products. You will partner with Product Managers, Engineers, Data Scientists, Researchers, Content Designers, and Product Designers to craft proactive, AI-powered support and operational tools that reduce effort and improve outcomes.

You’ll lead design initiatives, mentor peers, and establish scalable patterns while aligning with business goals and evolving servicing capabilities to deliver