Job Summary:We're hiring a Staff Designer to help shape customer servicing experiences at PayPal. Our team designs experiences that help customers get the right support, guidance, and resolution at the right time-through proactive experiences, self-service, AI-powered assistance, and operational support tools.
As customer expectations evolve, servicing must move beyond reactive support toward more intelligent, personalized, and predictive experiences. You'll help drive that transformation by identifying opportunities to reduce customer effort, improve self-service success, and leverage emerging technologies to create more effective customer experiences.
You'll partner closely with Product Managers, Engineers, Data Scientists, Researchers, Content Designers, and Product Designers to solve complex customer problems at scale and influence how servicing experiences evolve across the PayPal ecosystem.
Job Description: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.
Minimum Qualifications:- 5+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience.
Additional Responsibilities & Preferred Qualifications:What you'll do- 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
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:Austin, Texas | ($160,500.00 - $238,700.00 Annually)
Additional Location(s) | Pay Range:San Jose, California | ($176,500.00 - $262,350.00 Annually)
New York City, New York | ($176,500.00 - $262,350.00 Annually)
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.
