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.

Job Description Summary: Your way to impact: Director, Customer Insights role helps support PayPal’s executives by delivering world-class research solutions that provide insights on key marketing & business drivers, customer empathy, trends, and future opportunities. 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. At PayPal, we create better ways for consumers and merchants to pay and get paid. Putting customers’ needs first, we’re redefining the payments category through product, marketing, and service delivery innovation.

Job Description:

What you need to know about the role:

To support this mission, PayPal is seeking customer insights professional who challenges the status quo to bring a deep understanding of its customers into marketing and business decisions. The Global Research & Insights team is accountable for guiding the Leadership & Stakeholders with actionable insights derived from Consumers and Merchants in Americas, EMEA and APAC across PayPal platforms. It supports PayPal’s executives by delivering world-class research solutions that provide insights on key marketing & business drivers, customer empathy, trends, and future opportunities.

Meet our team:

The Director, Customer Insights role reports directly to the Senior Director of Customer Insights and is a high-impact position. To succeed in this role, you’ll need expertise in customer insights, consultation methods, problem solving, influencing, storytelling, and executive-level communication. You’ll be working with senior stakeholders across geographies, businesses, and functions to bring clarity to their most pressing decisions. You’ll be responsible for conducting research that illuminate the market, product, and customer landscape for the entire organization.

Your day to day:

• Develop a deep understanding of PayPal’s marketing, business lines, products and geographies using survey and analytical tools including segmentation, customer surveys and other feedback tools
• A master collaborator adept at fostering cohesion across departments, cultivating alignment to drive maximum impact for the organization.
• Lead all phases of quantitative and qualitative research projects, including proposal drafting, research design, questionnaire and discussion guide development, analysis and executive storytelling.
• Identify and develop research opportunities for new and existing clients. Cultivate and foster deep client relationships to successfully execute projects and drive overall business.
• Develops plans and strategies to implement identified efficiencies in research methodology and execution of projects to expedite delivery timelines.
• Stay up to date with new research methods/tech
• Connecting the dots through synthesizing research (primary, secondary, market data) to build a comprehensive customer understanding.

What do you need to bring:

• 8 years of experience in market research. Experience with common research methodologies (e.g. ethnography, focus groups, MaxDiff, conjoint, concept testing etc.)
• Experience in high-performing market research or analytical teams
• Bachelors or Masters degree in a relevant field (e.g. marketing/ psychology/ sociology economics or related field). MBA/MS is a plus
• Executive-level communication, presentation, storytelling, influence, and interpersonal skills
• Excellent collaboration and interpersonal skills and proven ability to build strong working relationships with individuals at all levels of management, including senior leaders
• Able to balance methodological rigor with scrappiness and urgency.
• Towering strengths in conceptual thinking and creative problem-solving
• Strong bias for action: You can juggle multiple priorities with ease and effectively deliver in a fast-paced, dynamic environment
• Expert facilitator, with experience leading workshops
• Extensive experience leveraging research techniques and data for marketing and product decisions
• Adept project management skills to drive towards output creation in a cross functional setting
• Experience in financial services / payment industry is a plus

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

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

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:

To learn more about our culture and community visit https://about.pypl.com/who-we-are/default.aspx

PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.

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 paypalglobaltalentacquisition@paypal.com.

As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.

Notice to Applicants and Employees who reside within New York city. Click https://careers.pypl.com/Contact-Us/default.aspx

to view the notice.