Sr Staff Exp Designer, Post-Purchase Support at PayPal

Austin, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

05 Feb, 26

Salary

0.0

Posted On

07 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Experience Design, User-Centered Design, Workflow Design, Collaboration, Communication, Storytelling, Systems Thinking, Mentoring, Problem Solving, Interaction Design, Customer Experience, Design Strategy, Empathy, Transparency, Research Insights, Product Design

Industry

Software Development

Description

Develop and articulate clear objectives in enhancing user and customer experiences that deliver results and meet organizational goals Influence decision-making at the senior leadership level Perform the most highly complex digital and physical products and services using domain knowledge and extensive business expertise Develop and deliver innovative strategies that benefit customers and product users Lead major business projects which impact the Experience Design job family Design, evaluate, and select process, product, and service improvements based on thorough understanding of user and customer needs and industry trends Mentor and guide junior team members in user-centered design practices. Define and drive the design strategy for post-purchase issue resolution between consumer and merchants Partner with product, engineering, and operations to simplify complex dispute and claim workflows while ensuring compliance and accuracy Design intuitive, transparent interfaces that help customers understand status, next steps, and outcomes Translate research insights and data into clear design decisions that improve resolution speed and satisfaction Create frameworks and design patterns that connect consumer- and merchant-facing experiences while supporting distinct needs Champion empathy, trust, and transparency across the post-purchase ecosystem Mentor and collaborate with designers across teams to raise quality, systems maturity, and execution consistency 8+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience. 10+ years in product or experience design, with experience leading large-scale, multi-stakeholder initiatives Proven success designing complex service or resolution workflows that balance customer experience with business needs Expertise in systems thinking, workflow design, and crafting intuitive multi-surface experiences Strong collaboration skills and experience influencing product and business strategy through design Portfolio demonstrating excellence in interaction design, problem solving, and measurable product impact Outstanding communication and storytelling abilities, with experience presenting to senior leadership Passion for creating fair, transparent experiences that help customers feel supported and in control

Responsibilities

Develop and articulate clear objectives to enhance user and customer experiences. Lead major business projects impacting the Experience Design job family and mentor junior team members.