Sr. Content Designer, Personalization

PayPal - Austin, TX

Full-time - Mid Level

Austin, TX

Credit Intermediation and Related Activities

About the position

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. We empower consumers and businesses in approximately 200 markets to join and thrive in the global economy. Our mission is to connect consumers and merchants with personalized shopping experiences, and we are seeking two highly motivated content professionals to join our Foundations UX team to drive this mission. Working cross-functionally, you will help shape the next generation of experiences at PayPal, impacting over 400+ million consumers and 30+ million merchants around the world. Focused on personalization, you will build a content system that supports personalized global experiences across our shopping and checkout experiences. You will drive the definition of a clear and actionable strategic direction for content, develop a content system that allows for individual personalization on a global level, and write content that is on tone, communicating in a modern, fresh way that engenders trust. Collaborating with design and user research partners, you will develop a deep understanding of our customer segments and advocate for their needs throughout the product development process. Using data and customer feedback, you will measure the effectiveness of the content strategy and pivot as needed in real time. You will work with the Content Community of Practice team to define, develop, and implement content strategy frameworks, toolkits, and guidelines, aiming to develop world-class experiences at scale. Coordination with Brand, Marketing, and Operations teams will be essential to ensure a consistent end-to-end experience. You will also evaluate your content's impact using data and research, pushing for continuous improvement that shows real results. As an arbiter of best practices in grammar, messaging, terminology, writing, and style, you will reach across disciplines and departments to demonstrate how content can create lasting and meaningful relationships with our customers.

Responsibilities

• Drive the definition of a clear and actionable strategic direction for content
• Develop a content system that allows for individual personalization on a global level
• Write content that is on tone, communicating in a modern, fresh way that engenders trust
• Work with design and user research partners to develop a deep understanding of customer segments and advocate for their needs
• Use data and customer feedback to measure the effectiveness of the content strategy and pivot as needed in real time
• Work with the Content Community of Practice team to define, develop, and implement content strategy frameworks, toolkits, and guidelines
• Coordinate content with Brand, Marketing, and Operations teams to ensure a consistent end-to-end experience
• Use data and research to evaluate content's impact and push for continuous improvement
• Be an arbiter of best practices in grammar, messaging, terminology, writing, and style
• Reach across disciplines and departments to demonstrate how content can create lasting and meaningful relationships with customers.

Requirements

• 3+ years of experience writing product content and designing experiences
• Prior experience with content systems and writing for personalization frameworks
• Ability to see products and solutions as part of a customer's larger journey
• Deep understanding of customer journeys through research and data analysis
• Understanding of brand and marketing methodologies
• Expertise in using design thinking to create great products
• Track record of positioning content as an engagement tool that transforms customer relationships
• History of knocking down organizational obstacles and building sustaining frameworks and partnerships
• Experience in financial services, payments, B2B or B2C e-commerce preferred.

Benefits

• Flexible work environment
• Employee shares options
• Health insurance
• Life insurance
• Mental health resources
• Financial health resources