Senior BI Analyst

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:

As PayPal continues its mission to revolutionize commerce, we are looking for a Senior BI Analyst to join our Service Experience Analytics team. This is your chance to make an impact by delivering transformative insights that will shape PayPal’s service strategy. If this intro sparks your interest, keep reading — the best is yet to come!

Job Description:

Meet Our Team

 

Reporting to our Manager of Data Science, you'll be part of the Service Experience team, PayPal's largest workforce, impacting millions of customers globally. The Core Experience Analytics team is key to guiding leaders through a complex landscape of business and customer experiences. Our insights drive decision-making across operational performance, customer experience, and product and technology enablement.

Your Way to Impact

In this role, you will play a key part in helping our company drive business decisions by gathering requirements, analyzing data, and developing impactful reports, dashboards, and visualizations. You will noably be responsible for shaping PayPal’s service experience strategy with your insights, working closely with cross-functional teams to ensure continuous improvement and innovation. If you're passionate about analytics, data visualization, and influencing business strategy, this role is the perfect opportunity to leverage your skills and drive innovation.

Your day-to-day:

• Be a domain expert in servicing and customer experience, using rigorous data analysis to drive financial impact for PayPal.

• Perform deep-dive analyses, including causal inference, pre-post analysis, sensitivity analysis, financial projections, and ad-hoc queries, to identify customer pain points and improve merchant/customer service.

• Synthesize large data sets and build data models to develop meaningful business metrics, while crafting compelling data stories.

• Analyze business performance, triage issues, and establish alerting systems to support proactive decision-making.

• Partner with product and data engineering teams to enable feature tracking, resolve complex data issues, and develop data pipelines.

• Collaborate with cross-functional analytics teams to explore data, guide customer experience strategy, and assess business performance and health.

• Work closely with product leaders to understand new product offerings and recommend key metrics for measuring feature performance.

• Establish and promote best practices in analytics and experimentation, defining and tracking KPIs to evaluate the impact on the servicing experience.

• Design and develop high-quality dashboards and analytical tools to deliver clear, actionable insights.

• Manage multiple projects in a fast-paced, results-oriented environment, ensuring timely and impactful delivery.

What you need to succeed:

• Strong experience analyzing large, complex data sets and translating insights into actionable business solutions.

• Proficiency in SQL (e.g., Teradata, BigQuery) and scripting languages such as Python or R, with a deep understanding of both structured and unstructured data.

• Solid background in business intelligence, data analysis, or software engineering, with a focus on driving impactful results.

• Familiarity with using Jupyter Notebooks or similar tools to perform data analysis and create visualizations.

• A degree in Computer Science, Information Technology, Mathematics, Software Engineering, or a related field, or equivalent professional experience.

• The ability to turn commercial product data into valuable insights to support key business decisions and optimize processes.

• Experience with reporting tools such as Tableau or Looker to create clear, informative dashboards.

• A good grasp of fundamental statistics (e.g., regression, correlation, hypothesis testing, statistical inference) to draw actionable conclusions from data.

• Experience with A/B testing and experimentation methods is a plus.

• Prior experience in product analytics is a plus but not a requirement.

• Excellent collaboration skills, with the ability to work effectively across teams, cultures, and geographies.

• Comfort working in dynamic, fast-paced environments, and the ability to thrive in a collaborative, matrixed setting.

• Strong communication and presentation skills, with a results-oriented mindset and a commitment to diverse, inclusive teamwork.

We Believe in You

Ready to join our ride? Click "apply" or/and let's talk – We can’t wait to hear from you!

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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.