User Experience Researcher

Braintree - San Jose, CA

Full-time - Mid Level

San Jose, CA

Personal and Laundry Services

About the position

PayPal is seeking a curious and empathetic User Experience (UX) Researcher who is passionate about understanding user needs. In this role, you will play a vital part in uncovering deep insights that inform the creation of user-centered experiences. Utilizing a variety of research methods, you will help build trust and security into our products while contributing to a positive brand experience for our target audience. Your strong communication and collaboration skills will be essential for effectively sharing your findings and influencing stakeholders throughout the design process. As a UX Researcher at PayPal, you will influence teams to make customer-centric decisions across the product development lifecycle. This includes conducting early research to understand customer needs and problems, continuing through design definition and prototyping, and conducting post-launch research that informs future iterations. Your studies will employ a variety of qualitative or mixed methods research approaches, including card sorting, tree tests, diary studies, surveys, interviews, unmoderated and moderated usability testing, and concept evaluations. You will start by asking the right questions and end with targeted deliverables and storytelling that bring stakeholders closer to our customers. As the voice of the customer, you will craft research programs that provide team members with answers to their most important questions and help define new research questions and initiatives. You will report to a Senior Manager of UX Research and be a member of our diverse Global Experience Design Organization. This team uses design and research skills to inspire and influence across the company, believing that different perspectives and backgrounds lead to innovation and inclusion in product designs. The organization advocates for meaningful and engaging experiences for our diverse global customers, supporting each other, learning from challenges, and having fun along the way.

Responsibilities

• Contribute to a cross-functional product team by scoping, formulating, and conducting research studies that inform our product and design strategy.
• Thoughtfully analyze data and deliver impactful insights and deliverables, with attention to detail and quality.
• Present compelling insights and recommendations to multiple teams across the organization.
• Have a clear understanding of how to form conclusions by referencing diverse data sources, including those from other research functions (e.g. market research, product marketing, analytics, etc.).
• Act as a bridge between design, product management, and marketing teams.
• Actively contribute in workshops and design sprints.
• Play an active role in our thriving UX Research community: pilot new workflows and methods, surface feedback to leadership, and explore best practices that evolve our craft.
• Demonstrate a growth mindset by actively seeking feedback, thinking critically, and working to expand your skillset.

Requirements

• Bachelor's degree with 2-5 years of experience or a Master's degree with 1-4 years in user experience, design, research, or related fields such as Design, Information Architecture, Human Factors/HCI, Psychology, Cognitive or Social Sciences, or equivalent project/portfolio experience.
• Experience across digital products and platforms, with financial services and/or e-commerce expertise being an advantage.
• Experience with a standard set of research methods and approaches, such as unmoderated and moderated usability testing, in-depth interviews, and observational research.

Nice-to-haves

• Experience in financial services or e-commerce environments.
• Familiarity with various qualitative and quantitative research methodologies.

Benefits

• Annual performance bonus or other incentive compensation
• Equity options
• Medical, dental, and vision insurance
• Flexible work arrangements
• Professional development opportunities