Principal Experience Designer, Customer Resolution
Core
Lead high-stakes customer experiences across disputes, account limitations, and recovery to build trust and resolve complex financial issues.
Role type
Principal Experience Designer (Customer Resolution)
Builds
Cohesive, transparent systems for failure states, recovery, and prevention within PayPal's payment network.
Domain
Fintech / Payments / Customer Resolution
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Systems thinking, strategic planning, cross-functional influence, executive communication, interaction design, information architecture, prototyping, AI integration
Preferred skills
Experience in constraint-heavy domains (fintech, healthcare, marketplaces), designing for edge cases, mentoring design teams, defining organizational standards
Technologies
AI tools, prototyping frameworks
Responsibilities
Establish UX strategy for disputes and recovery; design scalable patterns for failure states; align Product, Engineering, Risk, and Legal; lead the experience design pod; shape company-wide design direction; redefine workflows for high-risk systems
Seniority
Principal, hands-on IC with strategic influence