Marketing Research Specialist

• 4+ years of experience if an undergraduate and should have some kind of association or partnership with Product experience
• Look for candidates with hands on in “Customer Experience” or “Customer Research”
• Good in handling Metrics like NPS or CSAT
• Candidate should be good at Qualitative research either from Market Research or from Product Data.
• The candidate should be good in using Data Analysis tools like Looker or Tableau or with good excel knowledge
• Good Presentation and Communication skills

Job Summary: We are seeking a Voice of Customer team member who will be focused on customer insights & product design to join our dynamic team. This individual will be responsible for gathering and analyzing customer insights to inform the product design process, while collaborating closely with cross-functional teams. The individual will have influence over product decisions and strategy by providing data-driven recommendations that enhance the customer experience. Cross-functional collaboration will range from product owners to business segment leaders to regional leaders in a given sector of PayPal’s two-sided network. This role will support one of the three VOC team verticals 444444

Key Responsibilities:

• Customer Insights Gathering: Assist with conducting qualitative and quantitative research, including customer outreach data and behavioral analytics to understand customer needs, pain points, and preferences.

• Data Analysis & Reporting: Analyze customer feedback and market data to identify trends, insights, and actionable recommendations. Present findings to key stakeholders in an easily digestible format. Candidate should be well versed in metrics such as Revenue, Margin, Payments Volume, Churn and Abatement.

• Product Design Leadership and Collaboration: Work closely with product designers to ensure that customer insights are incorporated into the design process, contributing to wireframes, prototypes, and user flows that align with customer needs.

• Cross-functional Collaboration: Partner with product managers, experience designers, regional and market leaders, and other stakeholders to ensure that customer insights are effectively integrated into the product roadmap and design iterations.

• Influence Product Strategy: Provide recommendations to guide product direction and influence design choices, contributing to the creation of products that meet user needs and align with business objectives.

• Usability Testing: Collaborate on usability testing to ensure that designs meet customer expectations and are intuitive to use.

Skills and Qualifications:

• Bachelor’s degree in a relevant field such as Marketing, Product Design, or Business Management.

• Some experience in customer research, user experience design, or a related field.

• Strong analytical skills with the ability to interpret data and generate actionable insights.

• Strong communication and presentation skills to share insights and recommendations with various teams, including senior leaders, with a focus on creating compelling stories that lead to action.

• Familiarity with working with product design teams, influencing design decisions based on customer insights.

• Familiarity with tools like user testing platforms, wireframing, prototyping, and analytics tools (e.g., Figma, Adobe XD, Google Analytics, Looker).

• Ability to work in a collaborative environment and influence cross-functional teams without direct ownership of the product.

Nice to Have:

• Experience with agile methodologies and working in fast-paced, iterative environments.

• Experience with top tier consulting companies.

• Familiarity with A/B testing, customer journey mapping, and other advanced UX research techniques.

• Knowledge of the product lifecycle and how insights inform product development.