Staff Experience Designer, Servicing at PayPal

Job description

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 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 careers.pypl.com . 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 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. Notice to Applicants and Employees who reside within New York City. Click here to view the notice.

Requirements

Must-haves

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.
5+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.
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
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
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:
Austin, Texas | ($160,500.00 - $238,700.00 Annually)
San Jose, California | ($176,500.00 - $262,350.00 Annually)

Nice-to-haves

Additional Responsibilities & Preferred Qualifications :
Additional compensation for this role may include an annual performance bonus, equity, or other incentive compensation, as applicable.

Application prep

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Keywords to mirror

Platform: eightfold
Effort: medium

Benefits

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Pto

Paid Time Off

Wellness