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 seeking a Staff UX Researcher - Experience Measurement who combines strong expertise in quantitative UX research with a passion for understanding user needs at scale.
As a Staff UX Researcher specializing in Experience Measurement, you'll be responsible for executing and optimizing measurement frameworks that connect customer feedback to behavioral and financial data. You'll leverage data analytics, statistical methods, and customer listening posts to generate actionable insights that support product decisions across our PayPal’s AI-powered features, chatbots, and automated customer service interactions
You will report to a Director of Experience Research and be a member of our diverse Global Customer Insights organization, where we act as strategic partners, ensuring the business starts and ends with customer needs. We believe that different perspectives and backgrounds lead to innovation and inclusion in our product designs. We advocate for meaningful and engaging experiences for our diverse global customers.

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:

Minimum of 8 years of relevant work experience and a Bachelor's degree or equivalent experience.

Preferred Qualification:

Design the experience measurement strategy across PayPal’s AI-powered features, chatbots, and automated customer service interactionsSupport the development of measurement frameworks for AI-powered features, including KPIs, dashboards, and performance metrics that inform business decision-makingDesign and execute surveys, intercept studies, and Voice of Customer (VoC) programs to gather insights on customer preferences, behaviors, and satisfaction levelsUtilize analytical tools (SQL, Python, R, Tableau, Power BI) to analyze and interpret customer experience dataApply statistical methods and modeling techniques to derive meaningful insights from experience measurement data and behavioral analyticsAnalyze clickstream data, behavioral analytics, and customer journey data to identify pain points, opportunities, and areas for improvementDevelop models and analyses that support business partners in tactical and strategic decision-makingPresent data-driven insights and recommendations to product teams, marketing teams, and senior stakeholders, supporting customer-centric decision-makingAdvocate for data-driven approaches within agentic experiences, implementing best practices for quantitative UX researchPartner with product managers, designers, marketers, and cross-functional teams to align measurement initiatives with business objectivesCollaborate with Research, Design, Analytics, and Business Intelligence teams to optimize customer experiences through data-driven insightsWork closely with research, product management, and analytics teams to ensure alignment on measurement strategies and outcomes

What You Need to Bring

Advanced degree (Master's or PhD preferred) in, Psychology, Human-Computer Interaction, Statistics, Economics, Data Analytics, or related quantitative field8+ years of industry experience in quantitative UX research, data analytics, or market research, with experience in financial services, fintech, or digital products preferredStrong expertise in statistical analysis, modeling, and quantitative research methodsProficiency in analytical tools including SQL, Python, R, and visualization platforms like Tableau or Power BIExperience with customer experience platforms, survey tools (Qualtrics), and data collection methodologiesUnderstanding of experimental design, A/B testing, and longitudinal research approachesProven ability to design, execute, and analyze quantitative research studies aimed at understanding and measuring customer experienceExperience working with measurement frameworks and supporting scalable research operationsSubject matter expertise in AI and machine learning user experiences, including conversational interfaces, recommendation systems, and automated decision-making toolsUnderstanding of agentic experience design principles and measurement challenges unique to AI-powered financial servicesStrong communication and stakeholder management skills with ability to work effectively across teamsDemonstrated ability to influence product teams and drive improvements through data-driven insightsExperience supporting and mentoring junior researchersProven ability to present quantitative findings in clear, compelling formats for diverse audiences

If you are a passionate quantitative UX researcher ready to drive customer-centric decision making through experience measurement, we encourage you to apply.

Join us and build the future of data-driven customer experience at PayPal!

Subsidiary:

PayPal

Travel Percent:

0

PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. Any such request is a red flag and likely part of a scam. 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 benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.

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 incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com.  

Belonging 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.