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About the Role

We’re hiring a Staff Designer to help shape customer servicing experiences at PayPal. Our team designs experiences that help customers get the right support, guidance, and resolution at the right time—through proactive experiences, self-service, AI-powered assistance, and operational support tools. As customer expectations evolve, servicing must move beyond reactive support toward more intelligent, personalized, and predictive experiences. You’ll help drive that transformation by identifying opportunities to reduce customer effort, improve self-service success, and leverage emerging technologies to create more effective customer experiences. You’ll partner closely with Product Managers, Engineers, Data Scientists, Researchers, Content Designers, and Product Designers to solve complex customer problems at scale and influence how servicing experiences evolve across the PayPal ecosystem.

Responsibilities

Develop plans to enhance the user and customer experience across digital and physical products and meet team performance.
Perform more-complex customer experiences that require highly specialized user interface and product design knowledge and advanced business expertise.
Lead projects or programs within the product function and may coordinate activities of others.
Design process, product, and service improvements based on understanding of business needs and industry trends.
Determine methods and procedures on new assignments that may impact activities of others.
Analyze business trends to inform user experience strategies and initiatives.
Collaborate with stakeholders to ensure user needs are prioritized in design processes.
Develop experience strategy across complex initiatives, influencing roadmaps, priorities, and outcomes across multiple teams.
Design end-to-end experiences that reduce customer effort and improve successful outcomes.
Apply systems thinking to connect customer, support, and operational experiences into cohesive journeys.
Explore and validate new interaction patterns, AI-powered experiences, and emerging servicing capabilities.
Establish scalable patterns, frameworks, and design principles that improve quality and consistency across servicing experiences.
Mentor designers and help raise the quality of work across the organization.

Requirements

5+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.
Experience shaping solutions across complex problem spaces and connects customer needs, business goals, and operational constraints.
Background in consumer products, fintech, marketplaces, enterprise, or similarly complex environments.
Proven ability to drive alignment across multiple teams and effectively influences decisions without direct authority.
Strategic decision-making using research, data, and experimentation to inform strategy and improve outcomes.
Strong interaction design, information architecture, prototyping, and storytelling skills; elevates quality through mentorship, critique, and leadership.

Skills

User Interface Design
Product Design
User Experience Design
Interaction Design
Information Architecture
Prototyping
Storytelling

Location

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

Work Type

Hybrid

Experience Level

Staff
5+ years relevant experience

Education Level

Bachelor's degree

Salary/Compensations

Austin, Texas: ($160,500.00 - $238,700.00 Annually)
San Jose, California: ($176,500.00 - $262,350.00 Annually)
New York City, New York: ($176,500.00 - $262,350.00 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, guided by our core values of Inclusion, Innovation, Collaboration, and Wellness.
Click Here to learn more about our culture and community.

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.
PayPal will provide reasonable accommodations for qualified individuals with disabilities.
Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued.
We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.