Staff Experience Designer: AI‑Driven Customer Journeys

PayPal; Austin (TX); On-site; USD 160,500 - 238,700; Full time

Job summary

PayPal in Austin is seeking a Staff Designer to shape customer servicing experiences. You’ll help design proactive, self‑service, AI-powered assistance and operational tools that guide users to the right support and resolution.

You will lead design initiatives across multiple teams, craft end-to-end journeys, and mentor colleagues to raise quality. This role blends strategy, interaction design, and storytelling to improve customer outcomes while aligning with business goals.

Qualifications

• 5+ years relevant experience and a Bachelor’s degree or equivalent combination of education and experience.
• Background in consumer products, fintech, marketplaces, enterprise, or similarly complex environments.
• Proven ability to drive alignment across multiple teams and influence decisions without direct authority.
• Strategic decision‑making using research, data, and experimentation to inform strategy and improve outcomes.
• Strong interaction design, information architecture, prototyping, and storytelling skills; elevates quality through mentorship, critique, and leadership.

Responsibilities

• Develop experience strategy across complex initiatives and influence 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

Education

Bachelor's degree or equivalent

Job description

PayPal in Austin is seeking a Staff Designer to shape customer servicing experiences. You’ll help design proactive, self‑service, AI-powered assistance and operational tools that guide users to the right support and resolution.

You will lead design initiatives across multiple teams, craft end-to-end journeys, and mentor colleagues to raise quality. This role blends strategy, interaction design, and storytelling to improve customer outcomes while aligning with business goals.