PayPal UX Researcher - Enterprise Merchant

San Jose, CA 3 weeks ago
As a member of the Global Design & Research team at PayPal, we create meaningful and cohesive end-to-end experiences through a deep understanding of our customers and exceptional design. In partnership with Product and Engineering teams, we are building the next generation of financial services products. The User Experience Research team crafts and delivers impactful research that guides product design work and helps shape the product experience by bringing the voice of the customer to the forefront in everything we do.

You are an experienced research professional with a passion for creative and dynamic insights that help teams build better products that ship. You will have a proven track record of shaping and delivering a wide range of research projects and working across the product lifecycle with multiple stakeholders and be comfortable with both traditional and new approaches in recruitment, methodology and reporting. Usability, eye tracking, in-homes, contextual inquiry, evaluative or generative... whatever the method, you are at heart a deep and insightful thinker who brings a fresh perspective and strong point of view to your work. You will be an engaging presenter, communicator and influencer, with an understanding of the bigger picture, that taps into consumer, product, and business needs and delivers value through strong, clear, visual outputs and deliverables. Ultimately, you are driven to be an influential partner in helping PayPal deliver on its vision to make compelling and meaningful financial product experiences for all.

This specific research position focuses on the Enterprise Merchant segment experience. With your partners and a senior researcher, you will help define and deliver the team's experience research roadmap and run the creative and compelling research studies that form it. You will be excited to engage and evangelize the role and impact of research with your team and stakeholders and be motivated to engage with the wider User Experience Research practice at PayPal. Additionally, experience of moving from research data, to insight, fostering strategic long-term thinking and the ability to prioritize will be valuable assets.

**Familiarity with B2B or business-facing research will help you stand out for this role.**

This role is based in San Jose, but you should also be comfortable working closely with global teammates, and open to travel if projects require it. The position reports to the Director of UX Research - Merchant and Credit.


  • Identify key research questions and objectives in partnership with product, design and engineering teams to develop learning plans and address research needs.
  • Formulate, develop, and execute on multiple research methods that span from in-lab moderation to co-creation workshops to "in the wild" research.
  • Identify appropriate research and design targets and build screeners that best align with your project needs, including creative recruitment strategies where required.
  • Synthesize/analyze data and findings, developing actionable insights, outputs and frameworks for both short term and long-term research needs.
  • Design compelling and digestible deliverables, focused on visually telling the story, and highlighting important insights for longevity.
  • Plan and deliver research programs within budget, timeline and project requirements.
  • Socialize, collaborate, and present research work and findings to multiple teams and leaders, across the organization.
  • Comfortable working with researchers in different parts of the company (marketing, strategy, analytics) and infusing other research or data into your own research work.


  • 5+ years experience in user experience research and design; across companies or fields an advantage.
  • Bachelors and/or 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 or alternative equivalent project/portfolio experience.
  • Undergraduate degree in design, user experience HCI or related field, relevant postgraduate degree an advantage.
  • Experience across products and platforms, financial services expertise an advantage. Excellent communication, presentation and interpersonal skills; a team player and a strong partner.
  • 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.
  • An understanding of the bigger picture; user context, product lifecycle, key channels, platforms competitor experiences and more. 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. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at


About PayPal
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 286 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.