Staff Experience Researcher

PayPal; Chicago (IL); Hybrid; USD 145,000 - 215,000; Full time

Job summary

PayPal is seeking a curious Staff Experience Researcher to join the Checkout team. You will uncover deep insights to inform end-to-end purchasing experiences, from search to post-purchase, partnering with product, design, and engineering.

You will lead survey research and apply a method-agnostic mindset, communicating findings clearly to stakeholders and guiding decisions in a fast-paced fintech environment. Hybrid work in Chicago available.

Qualifications

• 5+ years in market research, product strategy, or marketing.
• Bachelor’s degree or equivalent experience.
• Experience with large enterprise merchant decision-makers and developers.
• Proven ability to lead large vendor/partner survey programs.
• Comfort with ambiguity and cross-functional collaboration.

Responsibilities

• Develop clear plans and priorities to gather insights and make data-driven decisions.
• Lead complex research projects and apply data-driven decisions.
• Design methodologies including surveys, user testing, and data analysis.
• Share findings effectively with partners and stakeholders to influence decisions.
• Contribute to the continuous improvement of research practices and team efficiencies.

Skills

Survey research

Stakeholder management

Data analysis

Methodology design

Payments/Fintech knowledge

Analytical tools

Education

Bachelor's degree

Tools

SPSS

Python

R

SAS

Job description

The CompanyPayPal 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:Job SummaryWe’re looking for a curious and empathetic Staff Experience Researcher who is passionate about understanding user needs. Joining the Checkout team, you’ll play a vital role in uncovering deep insights that inform the creation of user-centered experiences across a consumer’s end-to-end purchasing journey. You’ll help us explore needs and uncover pain points, contributing to a positive experience for customers. While you will be the go-to for survey research, we want you to approach every problem with a method-agnostic mindset. Your strong communication and collaboration skills will be essential for effectively sharing your findings and influencing partners and stakeholders in developing experiences centered around checkout.Job Description:Essential Responsibilities:Develop clear plans and priorities to gather insights and make data-driven decisions to meet team performancePerform more-complex analysis using highly specialized product knowledge and advanced business expertiseLead functional projects and programs that enhance user experiences based on research findings.Design methodologies including user testing, surveys and data analysis understanding of business needs and industry trendsDevelop and implement research methodologies that optimize user testing and data collection processes.Contribute to the continuous improvement of research practices and team efficiencies.Minimum Qualifications:5+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.Additional Responsibilities & Preferred Qualifications:7+ years relevant experience in market research, product strategy and/or marketing, both on the client/brand-side and vendor-sideExperience conducting research among large, enterprise merchant decision-makers and developersProven track record leading large‑scale, vendor/partner-collaborative survey research programsComfort with ambiguity: work closely with stakeholders, approach discussions with a method-agnostic mindsetExperience with analytical tools such as SPSS, Python, R, and/or SASBackground in payments, fintech, financial services, or platform ecosystems in the financial services spaceSubsidiary:PayPalTravel Percent:0-The base pay for this role will depend on where you work and the relevant experience and expertise you bring. The expected range of pay for this role by location is:Primary Location | Pay Range:Austin, Texas: ($145,000.00 - $215,050.00 Annually)Additional Location(s) | Pay Range:Chicago, Illinois: ($145,000.00 - $215,050.00 Annually)Additional compensation for this role may include an annual performance bonus, equity, or other incentive compensation, as applicable.PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. When making an application directly, we will never ask you to share passwords, one-time passcodes (OTP), or verification codes. Any such request is a red flag and likely part of a scam. All communication regarding your application will come from official PayPal email domains. If you suspect fraudulent activity, please report it immediately. To learn more about how to identify and avoid recruitment fraud please visit https://careers.pypl.com/contact-us.For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.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:Commitment to Diversity and InclusionPayPal 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] 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.We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.