PayPal Sr Staff Exp Designer Post-Purchase Support 

United States, Texas, Austin 

951192613

Essential Responsibilities:

• 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.

Expected Qualifications:

• 8+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.

What you’ll do:

• 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

​What we’re looking for:

• 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

Our Benefits:

Any general requests for consideration of your skills, please