Sr Manager, UX Research Job at PayPal in San Jose

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.

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.

Job Description Summary : The customer is at the center of everything we do at PayPal. As a leader in financial technologies, PayPal teams are cross-functional and inspired by the goal of improving the financial wellbeing of people and businesses around the world.

As a Senior Manager on the Research team, you will serve as a research leader who is accountable for the research planning and execution across various end-to-end experiences for new and current customers globally.

Job Responsibilities :

• Lead research efforts across the team, including planning, execution, and presenting actionable insights and recommendations to stakeholders and senior leaders across the organization.
• Develop and execute a UX research roadmap that aligns with business line product goals.
• Handle a balanced portfolio of research programs spanning generative to evaluative research and ensure timely and high-quality execution against commitments that drive business outcomes.
• Work with your team of researchers to design and implement a variety of qualitative and quantitative research methods, including usability testing, surveys, interviews, field studies, and analytics.
• Communicate research findings and implications clearly and persuasively to diverse audiences, including executives and cross-functional teams.
• Partner with product managers, designers, engineers, and other stakeholders to integrate research insights into the product definition, design, and development process.
• Coach your team to leverage existing insights to drive a broader customer understanding across the business.
• Recruit, train, mentor, and develop top talent in UX research.
• Participate in defining and implementing research processes and tools to enhance efficiency and impact for the broader research team.
• Actively contribute to the wider UX research & manager community, mentoring others and leveraging your strengths to help others grow.

What You'll Bring :

• 10+ years of experience in UX research with a proven track record of leading research initiatives, conducting user testing, and translating insights into actionable recommendations.
• 5+ years managing direct reports.
• A strategic mindset with experience developing and executing research plans that align with business objectives.
• Outstanding communication skills with the ability to articulate complex research findings clearly and persuasively.
• A collaborative spirit where you thrive in a dynamic team environment.
• Passion for customer experience with a deep understanding of UX / CX principles and methodologies.

Additional Information :

• Advanced degree in Human-Computer Interaction, Psychology, Anthropology, Design, or a related field; Ph.D. is a plus.
• Solid understanding of modern technologies, commerce, and personalization.
• Proven ability to manage multiple projects and lead teams.
• Experience working cross-functionally and synthesizing feedback from diverse stakeholders.
• Experience with the financial services industry a plus.

If you are a passionate and experienced Insights leader ready to take your career to the next level, we encourage you to apply.

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

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