Senior Experience Researcher

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. 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:

We’re looking for an Experience Researcher to join our Merchant Experience Research Team at PayPal. As an influential member of a cross-functional product team, you’ll play a vital role in uncovering deep insights that shape user-centered experiences for merchants, consumers, and partners. You’ll own research end-to-end — from framing questions to driving action from your findings — in a collaborative, fast-paced environment.

Job Description:

Essential Responsibilities:

• Perform data analysis using specialized domain knowledge and developed business expertise
• Lead projects and/or programs within the Experience Research family with moderate scope impacting the Product function
• Utilize research methodologies to optimize user experiences using general parameters under broad supervision
• May act as a subject matter resource for entry level and developing colleagues
• Share best practices and insights with team members to foster a collaborative research environment.

Minimum Qualifications:

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

• 5+ years relevant experience in user experience research, product strategy, and/or design OR equivalent project/portfolio experience.
• Experience with a variety of research methods and approaches including: 1:1 interviews, cognitive walkthroughs, moderated and unmoderated usability testing, concept testing, contextual inquiry, diary studies, ethnography, Jobs-to-be-Done, journey mapping, personas, survey design and analysis.
• Background in commerce, omnichannel retail, and/or point-of-sale (POS).
• Prior hardware experience a plus.

Additional Responsibilities:

• Own and drive research programs from beginning to end by identifying the right research questions, defining the participant sample, choosing the best methodology, designing the study, executing with attention to detail and a high level of rigor, and partnering with stakeholders to ensure insights are acted upon.
• Design, coordinate and execute qualitative and quantitative research projects involving a wide range of methodologies.
• Balance in-house execution of research with vendor-managed projects, maintaining quality and rigor across both models.
• Successfully leverage insights across various research functions and data sources (e.g. market research, product marketing, analytics, etc.) throughout the product development lifecycle.
• Prepare and present research findings and recommendations in a concise and compelling way to stakeholders at all levels, ensuring outputs are actionable.
• Act as a vital liaison between design, product management, and marketing teams, driving alignment across stakeholders.
• Contribute to workshops and design sprints by surfacing relevant findings, identifying research opportunities, and influencing the evolution of our product and design strategy.
• Identify and implement innovative research techniques and emerging tools — including AI methods — to address evolving business needs.
• Model a growth mindset by actively seeking and providing feedback, experimenting with new approaches, collaborating with other researchers and working to expand your skillset.

Subsidiary:

PayPal

Travel 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:

New York City, New York | ($129,500.00 - $191,950.00 Annually)

Additional Location(s) | Pay Range:

No other locations are assigned to this requisition currently.

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:

Click Here to learn more about our culture and community.

Commitment to Diversity and Inclusion 

PayPal 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 incomp