Staff Experience Designer, Servicing

Job Summary

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. 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.

Essential Responsibilities

• Develop plans to enhance the user and customer experience across the digital and physical products and meet team performance
• Perform more-complex customer experiences that require highly specialized user interface and product design knowledge and advanced business expertise
• Lead some projects or programs within the product function and may coordinate activities of others
• Design process, product, and service improvements based on understanding of 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 in design processes

Additional Responsibilities & Preferred Qualifications

• 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

What We're Looking For

• Experience shaping solutions across complex problem spaces and connects 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 effectively influences 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

Pay Range

• Austin, Texas: ($160,500.00 - $238,700.00 Annually)
• San Jose, California: ($176,500.00 - $262,350.00 Annually)
• New York City, New York: ($176,500.00 - $262,350.00 Annually)