Researcher - Risk

Job Summary

As a Staff Experience Researcher, you will drive user‑centric decisions across the product development lifecycle. This includes early research to understand user needs and problems, and continues through design definition and prototyping, to post‑launch research that informs future iterations. Through a blend of qualitative and quantitative research, you’ll play a pivotal role in driving our product and design strategy.

• Develop clear plans and priorities to gather insights and make data‑driven decisions to meet team performance.
• Perform complex analysis using highly specialized product knowledge and advanced business expertise.
• Lead functional projects and programs that enhance user experiences based on research findings.
• Design methodologies including user testing, surveys and data analysis to understand business needs and industry trends.
• Develop and implement research methodologies that optimize user testing and data collection processes.
• Contribute to the continuous improvement of research practices and team efficiencies.
• Be an influential member of cross‑functional product teams by identifying research opportunities, scoping program requirements, shaping the product roadmap, guiding the evolution of design, and championing the voice of the customer across the organization.
• Independently own and drive research programs from beginning to end: identify the right research questions, define participant samples, choose the best methodology, design the study, and execute with attention to detail and a high level of rigor.
• Skillfully and effectively present compelling insights and recommendations to multiple teams and leaders across the organization, leveraging strong storytelling skills to facilitate constructive debate and drive customer‑centric decision‑making.
• Successfully leverage insights across various research functions and data sources (e.g., market research, product marketing, analytics) throughout the product development lifecycle.
• Act as a vital liaison between design, product management, and marketing teams, driving alignment across all stakeholders.
• Expertly facilitate workshops and design sprints by surfacing relevant findings, pitching research opportunities, and influencing the evolution of product and design strategy.
• Act as a thought leader across the Global Customer Insights community: drive strategic change initiatives, advocate for user‑centric approaches, optimize workflows, and establish best practices that evolve our craft.
• Model a growth mindset by actively seeking and providing feedback, experimenting with new approaches, working to expand your skill set, and mentoring other researchers to help them grow.

• 5+ years of relevant experience and a Bachelor’s degree, or an equivalent combination of education and experience.

• Experience conducting research for enterprise products, internal tools, fraud prevention platforms, and similar contexts.
• Experience with a variety of research methods and approaches, including contextual inquiry, in‑depth interview, (un) moderated usability testing, diary study, and more.
• Experience with service design and workshop facilitation.

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 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.

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