Principal Experience Designer, Customer Resolution

About this role

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 Summary: We’re hiring a Principal Designer to lead high-stakes customer experiences across disputes, account limitations, and recovery. How we handle these moments defines customer trust—not just in the experience, but in the company itself.

This role will redefine how we design for moments of failure and recovery, transforming fragmented, opaque processes into cohesive, transparent systems that build long-term trust. You’ll shape how we prevent, navigate, and resolve complex financial issues while balancing customer needs with risk, compliance, and business constraints.

You’ll set direction not just for individual experiences, but for the systems and workflows that enable them, influencing how design operates across the company. You’ll set the bar for interaction and systems design in complex environments, push technical craft forward through prototyping and emerging technologies (e.g., AI), and drive standards, knowledge sharing, and coherence across the product ecosystem. Job Description: Essential Responsibilities: • Establish overall business or technical strategy for user experience initiatives. • Negotiate with and influence decision-making reaching the senior executive level • Identify and resolve unique situations of substantial significance in user interface or interaction design • Allocate resources, responsibly and apply creativity to enhancing user and customer experiences across digital and physical products and services • Lead the development of user experience strategies that resonate with target audiences. • Support and mentor less-experienced roles to provide an example of innovation, excellence, and day-to-day learning

Minimum Qualifications: • 10+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.

Additional Responsibilities & Preferred Qualifications :

What you’ll do: • Set direction in a complex, high-stakes space : Define and evolve end-to-end strategy across disputes, limitations, and recovery; turn ambiguity into clear, actionable plans; establish principles for trust, transparency, and fairness • Design and evolve systems, not just flows : Create scalable patterns across product, support, and operations; connect fragmented journeys; raise the bar on edge cases and failure states • Lead through influence across partners : Align Product, Engineering, Risk, Legal, Ops, and Support; navigate tradeoffs across customer experience, compliance, and business impact • Lead the experience design pod : Set direction across product design, research, and content; align work across disciplines to deliver cohesive, high-quality experiences • Shape design beyond the domain: Contribute to company-wide design direction and coherence; define standards, share knowledge, and elevate quality across the organization • Transform how we design for high-risk systems: Redefine patterns and workflows for constraint-heavy experiences, improving how the organization approaches failure, recovery, and prevention at scale

What we’re looking for: • Systems & strategic thinking : Simplifies complex, multi-step systems into clear, user-centered experiences; balances user needs, business goals, and constraints (technical, risk, compliance) • Experience in complex domains : Background in constraint-heavy spaces (e.g., fintech, healthcare, marketplaces, enterprise); strong grasp of edge cases and end-to-end journeys • Influence & leadership: Leads through influence across cross-functional partners and senior leadership; drives alignment in ambiguous spaces; elevates thinking and quality across the broader design organization • Executive communication: Communicates complex ideas with clarity and authority; effectively presents to senior leadership and shapes

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