Principal Experience Designer, Customer Resolution

PayPal is seeking a Principal Experience Designer to lead the design of critical customer resolution experiences, including disputes, account limitations, and recovery. This role will transform complex, opaque processes into transparent systems that build customer trust, balancing user needs with business and risk constraints.

• Lead high-stakes customer experiences across disputes, account limitations, and recovery
• Redefine design for moments of failure and recovery, transforming fragmented processes
• Shape prevention, navigation, and resolution of complex financial issues
• Set direction for systems and workflows, influencing design operations across the company
• Elevate interaction and systems design in complex environments
• Drive standards, knowledge sharing, and coherence across the product ecosystem