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 Description Summary:

Join our innovative PayPal Global Customer Services Analytics team and be part of delivering transformative business insights! As a Business Intelligence Analyst, you will lead in gathering requirements, analyzing data, developing impactful reports, dashboards, and visualizations to drive PayPal’s servicing experience strategy. This role is perfect for someone passionate about data analytics, data visualization, strategy and driving innovation.
Servicing Experience is the largest workforce in PayPal, helping millions of customers around the world. The Core Experience Analytics team helps leaders understand and manage a complex business and customer experience landscape. Insights range from operational performance to customer experience and product and technology enablement.

Job Description:

Your way to impact 

We are seeking an exceptional, execution focused Business Intelligence Analyst for the Servicing Experience Analytics team with a passion for data analytics, data visualization and statistics to drive strategy and innovation. 

You are curious and inquisitive: love digging into data and uncovering insights   

You are hyper-analytical and intellectually honest, truly believing in data-driven decisions and communicating your ideas through storytelling  

You are a highly motivated, result-oriented self-starter, enjoy working in a fast-paced environment, and can deliver successful results with minimal guidance  

You are a not afraid of rolling up your sleeves and jumping into details. 

Your day-to-day 

programming data models, developing impactful reports, dashboards, and visualizations to drive PayPal’s service experience strategy.  

Become a domain experiment on servicing and customer experience and conduct rigorous data analysis to drive meaningful financial benefit for PayPal. Deep dive analysis including Causal Inference analysis, Pre-Post analysis, Sensitivity analysis, financial projections and other ad-hoc analysis on PayPal product and customer experience data to identify and address customer pain points. 

Synthesize large volumes of data and develop data models to enable development of key business metrics. Clean, manipulate, and merge data from diverse datasets to enable creating compelling data stories.  

Collaborate with product engineering and data engineering to enable feature tracking, resolve complex data and tracking issues, and build necessary data pipelines. Partner with data engineers, product engineers and data scientists to build robust data structures and streamline multi-system processes. 

Collaborate with cross-functional analytics teams for rigorous exploratory data analyses to guide customer experience strategy, analyze business performance and health, triage issues and create executive-friendly info-insight packets. 

Partner closely with product leaders to understand new product offerings being built and recommend the right metrics to measure the performance of those features.  

Define and cultivate best practices in analytics instrumentation and experimentation. Evaluate, recommend key KPIs and track experiments for impact on servicing experience. 

Design and develop high-quality dashboards and analytical tools for delivering insights. 

Support multiple projects at the same time in a fast-paced, results-oriented environment. 

What do you need to bring   ​

5+ years of experience analyzing large, multi-dimensional data sets and synthesizing insights into actionable solutions. 

5+ years of recent SQL development (like Teradata, Big Query) and scripting languages (like Python, R) with a deep understanding of structured and unstructured databases. Comfortable working with large, complex, and potentially messy datasets. 

5+ years of progressively responsible experience in the field of software engineering, business intelligence or data analysis. 

Strong experience using Jupyter Notebooks and scripting to perform data analytics. 

Bachelor’s degree or foreign equivalent in in Computer Science, Information Technology, Mathematics, Software Engineering, or closely related quantitative discipline or equivalent work experience. 

Proven understanding of commercial product data and how to leverage it to support business critical decisions and process optimization. 

Working knowledge in relevant reporting technologies: Tableau, Looker. 

Understanding of statistics (e.g. regression, correlation, hypothesis testing, statistical inference). 

Understanding of designing and evaluating complex experiments (A/B Testing) and related concepts will be highly valued. 

Prior work experience in a product analytics space would be highly valued. 

Excellent collaboration and partnership skills for working across organizations, cultures, and comfortable working across geographies. 

Ability to drive collaboration within a matrixed environment and thrive in an unstructured environment. 

Strong communication skills, presentation skills and results oriented and appreciation of diversity in teamwork. 

Additional Job Description:

Subsidiary:

PayPal

Travel Percent:

0

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

Our Benefits:

At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.

Who We Are:

Click Here to learn more about our culture and community.

Commitment to Diversity and Inclusion 

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 talentaccommodations@paypal.com.  

Belonging at PayPal: 

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Any general requests for consideration of your skills, please Join our Talent Community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.