Senior Experience Designer, Help Center & Messaging Platform

Senior Experience Designer, Help Center & Messaging Platform at PayPal

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 Senior Experience Designer, Help Center & Messaging Platform, you'll revolutionize support for millions of PayPal users worldwide—transforming help from a last resort into a competitive advantage. Using AI and conversational design, you'll create intelligent self-service experiences that anticipate problems, deliver instant solutions, and know when human connection is needed. Every design decision can deflect thousands of contacts, save millions in costs, and turn frustrated customers into advocates. You'll prove that great support doesn't just solve problems—it builds trust and showcases PayPal's commitment to customer success.

Essential Responsibilities

• Perform product designs specialized in experience design knowledge and developed business expertise
• Lead projects and/or programs within the product function with moderate scope impacting function or sub-function
• Create customer experiences across digital and physical products within general parameters under broad supervision
• May act as a subject matter resource for entry level and developing colleagues

Expected Qualifications

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

Additional Responsibilities And Preferred Qualifications

What You’ll Do:

• Design intuitive, accessible self-service experiences that simplify complex support and resolution journeys.
• Apply systems thinking to map the end-to-end support ecosystem and deliver user-centered, compliant solutions with cross-functional teams.
• Prototype, test, and measure impact to refine solutions and improve resolution time, satisfaction, and support outcomes.

What We’re Looking For:

• 5+ years in product design (consumer-facing, fintech/e-commerce preferred) with a strong portfolio showing elegant UI, simplified workflows, and measurable impact.
• Systems thinker and user advocate with deep empathy, accessibility expertise, and experience across workflows, forms, and information architecture.
• Collaborative, data-informed designer skilled in prototyping, communicating design rationale, and working with product, engineering, legal, and operations.

Compensation and Benefits

The base pay for this role will depend on where you work and the relevant experience and expertise you bring. The expected range of pay for this role by location is:

Primary Location : Pay Range:

San Jose, California : ($143,500.00 - $212,850.00 Annually)

Additional compensation for this role may include an annual performance bonus, equity, or other incentive compensation, as applicable.

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.

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.

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 an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com.

Key skills/competency

• Experience Design (XD)
• User Experience (UX)
• UI Design
• Conversational Design
• Artificial Intelligence (AI)
• Self-Service Design
• Systems Thinking
• Information Architecture
• Prototyping
• User Advocacy