Staff Experience Designer, Servicing

PayPal; San Jose (CA); On-site; USD 176,500 - 262,350; Full time

Job summary

PayPal is seeking a Staff Designer to shape customer servicing experiences, focusing on proactive, AI-powered assistance and operational tools that guide customers to the right support and resolution with minimal effort.

The role emphasizes end-to-end experience design, influencing roadmaps, and collaborating across teams to improve servicing journeys in consumer fintech.

Qualifications

• 5+ years relevant experience and a Bachelor’s degree or equivalent combination of education and experience.
• Strong interaction design, information architecture, prototyping, and storytelling skills.

Responsibilities

• Develop plans to enhance user and customer experience across digital and physical products and meet team performance.
• Lead some projects or programs within the product function and coordinate activities of others.
• Design process, product, and service improvements based on business needs and industry trends.
• Determine methods and procedures on new assignments that may impact activities of others.
• Analyze business trends to inform user experience strategies and initiatives.
• Collaborate with stakeholders to ensure user needs are prioritized.

Skills

Systems thinking

Interaction design

Information architecture

Prototyping

Storytelling

Mentorship

Leadership

Education

Bachelor's degree

Job description

Job Summary

We’re hiring a Staff Designer to help shape customer servicing experiences at PayPal. Our team designs proactive, self‑service, AI‑powered assistance and operational support tools that help customers find the right support, guidance, and resolution quickly.

Essential Responsibilities

• Develop plans to enhance user and customer experience across digital and physical products and meet team performance.
• Perform complex customer experiences requiring specialized UI and product design knowledge.
• Lead some projects or programs within the product function and coordinate activities of others.
• Design process, product, and service improvements based on business needs and industry trends.
• Determine methods and procedures on new assignments that may impact activities of others.
• Analyze business trends to inform user experience strategies and initiatives.
• Collaborate with stakeholders to ensure user needs are prioritized.

Minimum Qualifications

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

What You’ll Do

• 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.

What We’re Looking For

• Experience shaping solutions across complex problem spaces and connecting customer needs, business goals, and operational constraints.
• 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.

Travel

0 %

Pay Range

Austin, Texas: $160,500 – $238,700 annually

San Jose, California: $176,500 – $262,350 annually

New York City, New York: $176,500 – $262,350 annually

Additional compensation may include an annual performance bonus, equity, or other incentive compensation.

Benefits

PayPal offers comprehensive, choice‑based programs that support physical, emotional, and financial well‑being, including paid time off, healthcare coverage for you and your family, and resources for financial security and mental health.

Commitment to Diversity and Inclusion

PayPal provides equal employment opportunity 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. PayPal will provide reasonable accommodations for qualified individuals with disabilities.

Notice to Applicants and Employees who reside within New York City

Click here to view the notice.