Director of Consumer Insights
PayPal Inc.

Job Info

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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, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy.

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards. Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade.

Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do - and they push us to ensure we take care of ourselves, each other, and our communities.

Job Description Summary:
As the Director of Customer Insights, you will lead a world-class team of consumer researchers concentrated on product creation through commercialization. Your focus will be on delivering high-impact consumer research that drives strategic decision-making, shapes customer offerings and informs PayPal's vision for the future. This role requires a seasoned leader with a proven track record of translating research into impactful strategies and cultivating high-performing, diverse teams.

Job Description:
At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.Our Global Customer Insights research team is integral to achieving this mission by deeply understanding of our diverse global customer base. We tackle complex questions about consumers and merchants, providing actionable insights that shape product strategy, marketing efforts, and business roadmaps. These insights impact hundreds of millions of merchants and consumers globally, helping PayPal deliver innovative and meaningful solutions.As the Director of Customer Insights, you will lead a world-class team of consumer researchers concentrated on product creation through commercialization. Your focus will be on delivering high-impact consumer research that drives strategic decision-making, shapes customer offerings and informs PayPal's vision for the future. This role requires a seasoned leader with a proven track record of translating research into impactful strategies and cultivating high-performing, diverse teams.Job Responsibilities:

• Strategic Leadership & Planning:
  • Develop and implement an inspiring vision to enable your team to set priorities, scale for growth, and elevate the team's overall impact.
  • Champion customer first principles, ensuring insights drive decisions across the product, marketing, strategy and business teams.
  • Actively identify risks and opportunities, to create holistic research plans and learning agendas aligned with business goals.

• Research Practice Excellence:
  • Develop and maintain a research roadmap, balancing short- and long-term priorities with delivery excellence.
  • Bring an exceptional background in research methodology, with experience leading all teams to executing all phases of quantitative and qualitative research projects.
  • Track metrics to measure the impact of research on customer satisfaction and business performance.
  • Optimize processes for efficiency, ensuring timely delivery of high-quality insights.
  • Innovate by integrating emerging research tools, methodologies, and industry trends.

• Team Leadership and Development:
  • Manage and grow a high-performing team of researchers
  • Oversee the recruitment, training, and retention of top research talent
  • Foster an inclusive culture that values diverse perspectives and supports team engagement and retention.

• Cross-Functional Collaboration:
  • Build strong partnerships with product, marketing, strategy, UX research and design teams to align research insights with execution.
  • Communicate research findings through compelling storytelling that inspires action and aligns with company goals.
  • Advocate for research excellence within the organization, creating a shared understanding of its value in all areas of the business.

Minimum Qualifications

• Bachelors or Master's degree in a relevant field (e.g. marketing/ psychology/ sociology economics or related field). MBA/MS is a plus
• 12+ years of experience conducting Market Research or UX research with measurable business impact.
• 5+ years managing high performing research teams.
• Exceptional research design skills across methodologies (e.g. ethnography, focus groups, MaxDiff, conjoint, concept testing etc.)
• Strong history of hiring, growing, and retaining top talent.
• Demonstrated success in translating research into actionable strategies and measurable business outcomes.
• Exceptional communication and storytelling skills to influence stakeholders at all levels.

Preferred Qualifications

• Advanced degree (PhD) in a relevant field.
• Experience with financial services, payments, subscriptions or consumer-facing products.
• Strong project management skills in fast-paced, dynamic environments.
• Expertise in integrating customer insights into product and business strategies.

Additional Job Description:

Subsidiary:
PayPal

Travel Percent:
0

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PayPal is committed to fair and equitable compensation practices.

Actual Compensation is based on various factors including but not limited to work location, and relevant skills and experience.

The total compensation for this practice may include an annual performance bonus (or other incentive compensation, as applicable), equity, and medical, dental, vision, and other benefits. For more information, visit https://www.paypalbenefits.com.

The U.S. national annual pay range for this role is
$118700 to $246290

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

Our Benefits:

At PayPal, we're committed to building an equitable and inclusive global economy. And we can't do this without our most important asset-you. That's why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.

Who We Are:

Click Here to learn more about our culture and community.

Commitment to Diversity and Inclusion

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 talentaccommodations@paypal.com.

Belonging at PayPal:

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. 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.

Any general requests for consideration of your skills, please Join our Talent Community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply.

Notice to Applicants and Employees who reside within New York City. Click here to view the notice.

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