Sr. UX Designer, Customer Service Tools

PayPal

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 305 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

We are reinventing Customer Service at PayPal to help make our services effortless, accessible and essential for today’s customers and to fuel our goal of serving billions of people around the globe. We are creating effortless experiences by being a customer champion in everything we build and deliver to attract, empower, enable and engage people on our platform. We are daring to innovate and committed to partnering across the company to shift from transactional to relational service and to deliver our services consistently with quality and care because we value each customer as if they were our only customer. As a member of the User Experience Design team at PayPal, you will collaborate with the Customer Service product and technology teams to create meaningful and cohesive end-to-end experiences for PayPal’s customer service and operational teammates who service our customers every. As their advocate, you will work to deeply understand them, their pain points, and opportunities for us to make their experience far better (to enable them to take the way we service our customers to the next level). The ideal candidate is an all-around designer with both interaction and visual design skills. He/She will thrive in a fast-paced work environment that requires strong problem-solving skills and independent self-direction, coupled with an aptitude for team collaboration and open communication. This individual should have a passion for empathizing with the needs and behaviors of our customers and our business and how to solve for them through design.

Responsibilities:

  • Partners with design, engineering, design systems and product management team members in the execution and delivery of PayPal’s products and services, using a customer-focused, iterative design process.
  • Contributes to the planning and estimating work and participates in broader work stream coordination and expectation setting.
  • Creates high-quality deliverables and executes based on UX goals and priorities without prescriptive guidance or direction, managing his/her work to a more extensive schedule.
  • Leverages and extends the use of established UX techniques, templates, presentations and assets in the creation of UX analysis, solutions and materials.
  • Contributes to the adaptation of PayPal UX tools, methodology and software and proposes new solutions or optimizes existing ones.
  • Creates opportunities to foster collaborative cross-discipline dynamics. Drives UX team delivery excellence, furthering influence to achieve UX goals.
  • May lead one or more individuals in experience and design initiatives. Informally mentors junior UX practitioners in best practices, process and methodology.

Requirements:

  • 8+ years experience, including designing highly optimized internal tools for rapid access to information and functions.
  • Bachelors or Master Degree in the study of design including one of the following; Design, Information Architecture, Human Factors or equivalent project/portfolio experience.
  • Customer-focused, and a thorough understanding of UX methodology and lifecycle across significant channels and platforms.
  • Strong UX skill set: identifying customer problem statements, problem discovery, solution generation, concept creation, wireframing, design research methods, synthesis, iteration, prototyping, heuristic evaluation, competitive analysis, customer journey mapping, applying design systems and producing deliverables for development.
  • Effectively operates within an iterative design team, managing UX responsibilities against defined milestones and plan with little day-to-day oversight.
  • Thorough knowledge of essential channels and platforms, with experience in mobile, dedicated, web and native solution design.
  • Experience with resources such as; pattern library, repositories and internal communication tools. 
  • General awareness of technology mediums (i.e., JavaScript, HTML/CSS, Swift) including differences between them.

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal 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, PayPal 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 paypalglobaltalentacquisition@paypal.com.

R0051581

Job ID: 4840

Posted 23 days ago

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