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About the Role

This Principal Designer role will lead high-stakes customer experiences across disputes, account limitations, and recovery, redefining how we design for moments of failure and recovery. The position aims to transform fragmented processes into cohesive, transparent systems that build long-term trust, balancing customer needs with risk, compliance, and business constraints. The role will influence design operations across the company and push technical craft forward through prototyping and emerging technologies.

Responsibilities

Establish overall business or technical strategy for user experience initiatives.
Negotiate with and influence decision-making reaching the senior executive level.
Identify and resolve unique situations of substantial significance in user interface or interaction design.
Allocate resources responsibly and apply creativity to enhancing user and customer experiences across digital and physical products and services.
Lead the development of user experience strategies that resonate with target audiences.
Support and mentor less-experienced roles to provide an example of innovation, excellence, and day-to-day learning.
Define and evolve end-to-end strategy across disputes, limitations, and recovery.
Turn ambiguity into clear, actionable plans.
Establish principles for trust, transparency, and fairness.
Create scalable patterns across product, support, and operations.
Connect fragmented journeys.
Raise the bar on edge cases and failure states.
Align Product, Engineering, Risk, Legal, Ops, and Support.
Navigate tradeoffs across customer experience, compliance, and business impact.
Set direction across product design, research, and content.
Align work across disciplines to deliver cohesive, high-quality experiences.
Contribute to company-wide design direction and coherence.
Define standards, share knowledge, and elevate quality across the organization.
Redefine patterns and workflows for constraint-heavy experiences.
Improve how the organization approaches failure, recovery, and prevention at scale.

Requirements

10+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.

Skills

Systems & strategic thinking
Experience in complex domains
Influence & leadership
Executive communication
Craft & execution

Location

Austin, Texas
San Jose, California
New York City, New York

Work Type

Hybrid

Experience Level

Principal

Education Level

Bachelor's degree

Salary/Compensations

Austin, Texas: ($198,000.00 - $294,250.00 Annually)
San Jose, California: ($218,000.00 - $323,950.00 Annually)
New York City, New York: ($218,000.00 - $323,950.00 Annually)

Benefits

Comprehensive, choice-based programs to support physical, emotional, and financial wellbeing.
Generous paid time off.
Healthcare coverage for you and your family.
Resources to create financial security.
Support for mental health.

About the Company

PayPal has been revolutionizing commerce globally for more than 25 years, creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure.
We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers.
Our beliefs are the foundation for how we conduct business every day: Inclusion, Innovation, Collaboration, and Wellness.
PayPal is on a mission to revolutionize commerce globally, driving our company, industry, and society forward with vision and velocity.

Equal Opportunity

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.