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, continues through design definition and prototyping, and culminates in 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 research questions, define participant samples, choose methodologies, design the study, and execute with rigor.
• Skillfully 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.
• Leverage insights across various research functions and data sources—market research, product marketing, analytics—throughout the product development lifecycle.
• Act as a liaison between design, product management, and marketing teams, aligning all stakeholders.
• 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, driving strategic change initiatives and establishing best practices.
• Model a growth mindset by seeking and providing feedback, experimenting with new approaches, expanding your skill set, and mentoring other researchers.

• 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, etc.
• Experience with a variety of research methods and approaches: contextual inquiry, in‑depth interviews, (un) moderated usability testing, diary study, and more.
• Experience with service design and workshop facilitation.

Austin, Texas: $ – $ annually
Chicago, Illinois: $ – $ annually

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Pay Pal offers a comprehensive set of benefits including paid time off, health, vision, and dental coverage for you and your family, and resources to support financial security and mental health.

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, genetic information, marital status, public assistance status, veteran status, or any other characteristic protected by federal, state, or local law. Reasonable accommodations are available for qualified individuals with disabilities.

Our employees are central to advancing our mission, and we aim to create an environment where everyone can do their best work with a sense of purpose and belonging.