Senior UX Researcher

Chicago, IL +1

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives. We’re a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We’re guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.

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Job Description Summary:

As a leader in fintech, PayPal is democratizing financial services for our customers around the globe with simple, affordable, and secure products that are available to everyone. Come join our inclusive and collaborative community working to change the payments landscape and reimagine the future of money for millions (and soon billions!) of customers worldwide.

As a Senior UX Researcher within the Horizontal UX experiences team, you will play a key role in developing a deep and holistic understanding of both consumers and businesses across products and experiences. Your strategic approach will help connect the dots for universal customer experiences that span across PayPal products (e.g., content, customer support, messaging, notifications). A few areas of focus can be 2-way messaging between consumers and merchants, customer support through chatbots, the right terminology, tone of voice for a specific language, and more. The moments in the customer journey that you’ll influence with your research are some of the most critical moments to our customers and the PayPal ecosystem.

At PayPal, UX Researchers influence teams to make customer-centric decisions across the product development lifecycle. This includes early research to understand customer needs and problems and continues through to post-launch research that informs future iterations. Our studies employ a variety of mixed methods. This role may have opportunity to do some survey work but is heavily qualitative. In our teams, UX Research starts with asking the right questions and ends with targeted deliverables and storytelling that captivate and move stakeholders to action. UX Researchers focus on impact of our research and are steadfast advocates for our customers.

You will report to the Sr. Manager of Horizontal UX Research and be a member of our diverse Global Design Organization where we believe that different perspectives and backgrounds inside our team lead to innovation and inclusion in our product design. Our UX community believes in investing in personal and professional growth so that everyone has an opportunity to learn, stretch and to elevate each other. If you want to work alongside motivated, talented people all focused on positive impact around the world, reach out.Job


Job responsibilities: 

  • Design and develop multiple research studies, identifying best methodology in partnership with other team members, and executing with attention to detail and quality. 
  • Analyze data, develop impactful insights and deliverables, with support from other researchers and your manager. 
  • Partner closely with product, engineering, and design teams in your research areas to identify and prioritize research topics. 
  • Present compelling and actionable insights and recommendations to multiple teams across the organization. 
  • Plan and deliver research programs within budget, timeline, and project requirements. 
  • Play an active role in our thriving UX Research practice and culture. 


  • BA/BS + 8 yrs or Masters + 6 yrs in the field of user experience, research or related fields; for example, Design, Human Factors/HCI, Anthropology, Psychology, Cognitive Sciences OR alternative equivalent project/portfolio experience. 
  • Experience across products and platforms, financial services expertise an advantage. 
  • Experience with a variety of research methods, tools, and approaches. Quantitative research and analysis skills a bonus.