Staff Experience Designer, Servicing
About this role
Staff Designer will help shape customer servicing experiences at PayPal. Paypal 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.
Job Description:
Essential Responsibilities:
Develop plans to enhance the user and customer experience across the 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 some 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.
Minimum Qualifications:
5+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.
Additional Responsibilities & Preferred Qualifications:
What you'll do
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
What we're looking for
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
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