Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 237 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.
The Global Design team at PayPal champions user centered design across our organization. Working in partnership with Product and Engineering teams, we build the next generation of financial services products. Critical to our process is the inspired and creative delivery of user experience research which we do through traditional User Experience Research (UER) and our Discovery Practice, bringing the voice of the user to all we do.
We are looking to recruit a highly experienced Principal to join our Discovery UER team in San Jose. You will be a seasoned research leader with a passion for creative and dynamic insights that help teams build better products that ship. You will have a proven track record of designing and delivering a wide range of generative research programs, and be comfortable with traditional and new approaches in recruitment, methodology and reporting. Delivering powerful and impactful discovery research that drives business outcomes will be all in a day’s work.
The Principal, Discovery UER is a horizontal UER role that will work with multiple teams, developing Discovery programs and research methods that will catalyze and inspire. Working with the Head of Discovery, this role supports the set-up, development and ongoing delivery of a best in class Discovery Practice at PayPal. The role is focused on bringing Discovery methods to life and ensuring quality delivery of Discovery Practice across the organization.
- Development and refinement of Discovery methods:
Propose and develop new methods and techniques.
Facilitate and guide teams in using methods.
Advises and guides team on use of segment data & foundational research.
Works with existing and multiple research inputs.
- Development and use of Discovery templates:
Works with the existing templates.
Develops new templates where required.
Trains teams on best choice and use of templates and how to complete them.
- Delivering Discovery training and consultancy to teams:
Supports a full range of training in Discovery methods; from selection to application and through to delivery across the lifecycle.
Supports identifying leading indicators of product success and positive customer outcomes and works with teams to develop, measure and respond to them.
- Supporting the Discovery methods bank & tools:
Inputs to the development of Discovery materials and tools.
Supports the development of ‘playbooks’ and reference materials.
Works with recruiting and operations team & Program Coordinator.
Supports the running of the UER and Discovery facilities globally.
The Principal, Discover UER also plays a role in the design and development of a central Discovery platform as part of the enterprise tools initiative. A cross functional program this includes the insights repository, which will pull together insights from across the organization and provide a simple, usable tool for consolidating and accessing PayPal research insights.
You will be an enthusiastic presenter, communicator and influencer, with an understanding of the bigger picture, including product and business needs. You will deliver work with energy and passion, and understand the value of strong, clear, visual outputs and deliverables.
You will also be motivated by partnership and collaboration - PayPal believes in the value of multi-disciplinary teams collaborating to build the best possible products for our customers. This is a fast paced, global company with partners from many parts of our Global Product organization which should also be something you enjoy being part of. You will be a hands on leader and passionate about how Discovery is integral to the success of the company.
- Bachelors and Master’s Degree in the study of user experience, design, research or related fields; for example, Design, Information Architecture, Human Factors/HCI, Psychology, Cognitive Sciences. A PhD in HCI or Psychology is an advantage but not required. Industry experience and portfolio should be provided.
- 12-15+ years experience in user experience research and design; across companies or fields an advantage.
- Experience across products and platforms and financial services; track record of research that has informed and influenced real product.
- Excellent communication, presentation and interpersonal skills; a strong partner and compelling trainer and mentor.
- Thoughtful and influential negotiator and facilitator; thrives on relationships, collaboration and dynamic team interaction.
- Practical understanding of traditional and new research and recruitment methods, UX methodology and design thinking.
- Ability to influence and guide others on the value and importance of user centered thinking and research.
- A thorough understanding of the bigger picture; user context, product lifecycle, key channels, platforms and competitor experiences etc.
We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.
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.