Manager, Customer Insights

Who we are

 

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives. We’re a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We’re guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.

 

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Job Description Summary:

The Manager of Customer Insights will be a key part of the Financial Services organization supporting all products of the group and reporting to the Director of Product Operations. This role will focus on listening to the “voice of the customer” by gathering, analyzing, and keeping track of customer feedback that relates to the entire suite of Financial Services products.
In this role you will leverage existing or create new customer listening posts to understand customer sentiment, pain points, and issues. You will gather and analyze customer data and feedback with the goal of informing product development and overall customer satisfaction.
By having a strong “voice of the customer” strategy and by turning feedback into actionable insights that can inform product strategy, you will play an important role in PayPal’s ability to deliver market-winning products.
To be effective in this role, the right candidate should be a self-starter who is proactive and insightful. This individual will also need to work closely with several teams, including product, analytics, product marketing, and corporate marketing.

Job Description:

Responsibilities:

• Develop and execute voice of the customer (VoC) strategy
• Set up customer listening posts where necessary
• Perform social media listening & sentiment analysis
• Monitor app store reviews and ratings
• Analyze information collected in Qualtrics in-app survey
• Help develop new surveys that will help inform product receptiveness
• Aggregate customer issues collected through customer support queues and ticketing systems
• Practice customer service call listening
• Gather and aggregate information from customer support touchpoints
• Provide product team with reporting & insights on customer sentiment
• Keep track of customer complaints, issues, feedback, and compliments
• Measure the effectiveness of product feature releases and updates

Qualifications:

• Bachelor's degree in Business, Marketing, Economics, Math, Statistics, or a related field
• Minimum 3 years of recent experience in providing end-to-end customer insight and analytics, market research, and/or voice of the customer strategies
• Experience developing and presenting customer survey insights
• Project management skills with experience coordinating projects involving multiple team members and stakeholders
• Experience on a formal Voice of the Customer program
• Experience documenting customer journeys
• Familiarity with enterprise customer management and customer engagement tools, and comfortable learning new software
• Excellent visual communication, data analysis, and data visualization skills

Subsidiary:

PayPal

Travel Percent:

0

For more than 20 years, PayPal has remained at the forefront of the digital payment revolution. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, our open digital payments platform gives PayPal’s 400 million active account holders the confidence to connect and transact in new and powerful ways. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying, or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom, enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

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 application because of incompatible assistive technology or a disability, please contact us at [email protected].

As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.