Sr Exp Designer, Post-Purchase

Sr Staff Exp Designer, Post-Purchase Support

1 week ago Be among the first 25 applicants

As a Sr Staff Designer for Post-Purchase Support, you’ll lead the design of end-to-end experiences that help Pay Pal’s customers resolve transaction issues quickly and confidently. You’ll shape both sides of the journey—creating intuitive tools for merchants to manage disputes and providing clear, guided experiences for consumers. Partnering closely with product, engineering, operations, and risk teams, you’ll bring clarity to complex processes and ensure every interaction feels fair, transparent, and human.

This role requires deep systems thinking and the ability to simplify highly regulated, multi-stakeholder workflows into seamless experiences that build trust and strengthen Pay Pal’s reputation for customer care.

• Develop and articulate clear objectives in enhancing user and customer experiences that deliver results and meet organizational goals
• Influence decision-making at the senior leadership level
• Perform the most highly complex digital and physical products and services using domain knowledge and extensive business expertise
• Develop and deliver innovative strategies that benefit customers and product users
• Lead major business projects which impact the Experience Design job family
• Design, evaluate, and select process, product, and service improvements based on thorough understanding of user and customer needs and industry trends
• Mentor and guide junior team members in user-centered design practices

• 8+ years relevant experience and a Bachelor’s degree OR any equivalent combination of education and experience

• Define and drive the design strategy for post-purchase issue resolution between consumer and merchants
• Partner with product, engineering, and operations to simplify complex dispute and claim workflows while ensuring compliance and accuracy
• Design intuitive, transparent interfaces that help customers understand status, next steps, and outcomes
• Translate research insights and data into clear design decisions that improve resolution speed and satisfaction
• Create frameworks and design patterns that connect consumer‑ and merchant‑facing experiences while supporting distinct needs
• Champion empathy, trust, and transparency across the post‑purchase ecosystem
• Mentor and collaborate with designers across teams to raise quality, systems maturity, and execution consistency

• 10+ years in product or experience design, with experience leading large‑scale, multi‑stakeholder initiatives
• Proven success designing complex service or resolution workflows that balance customer experience with business needs
• Expertise in systems thinking, workflow design, and crafting intuitive multi‑surface experiences
• Strong collaboration skills and experience influencing product and business strategy through design
• Portfolio demonstrating excellence in interaction design, problem solving, and measurable product impact
• Outstanding communication and storytelling abilities, with experience presenting to senior leadership
• Passion for creating fair, transparent experiences that help customers feel supported and in control

We offer flexible work environment, employee share options, health and life insurance, and more.

Pay Pal 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, Pay Pal 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 paypalgloba

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.