Job Description

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.


Summary: What you need to know about the role As a Data Analyst within Global Complaints Management, you will be a hands-on team member that will deep dive into our databases to uncover meaningful insights to improve the experience of our millions of customers. This role sits within the Global Complaints Management Program, and you will be a key player in understanding complaint drivers, proposing solutions for complaint reduction and measuring the impact of our efforts. Meet our team Global Complaints Management is responsible for the end to end management of the complaints lifecycle. This role is crucial in order to size complaint drivers, create post launch monitoring reporting, provide support to multiple stakeholders across the business regarding complaints and work on proactive projects to drive efficiency within our team using data.


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Your way to impact

• You are an analytical thinker with the ability to drive analysis end to end.
• You are a strong team player that inspires those around you to do amazing work.
• Comfortable working in an agile environment and with cross-functional teams, with an appetite to learn and pick up new technology.
• Self-driven, process oriented with great documentation skills.

Your day-to-day

• Work on ad hoc data requests that relate to multiple aspects of our business, products, and processes.
• Translate ambiguous, unstructured business problems into clear data questions.
• Retrieve data using BigQuery and SQL.
• Analyze large and complex data from multiple sources.
• Communicate findings from data and analysis to peers and senior stakeholders.
• Collaborate with cross functional teams to support business critical initiatives.
• Work on more longer-term projects that are going to benefit the complaint organization.
• Create post launch monitoring of a new product/feature/process from a complaints perspective.

What do you need to bring

• Strong research and analytical skills, strategic and creative thinking.
• Proficient in working with databases and using SQL.
• Experience in data mining and discovering insights.
• Experience in building useful visuals to communicate and interpret data insights.
• Experience in working with transcripts/text data.
• Basic understanding of Python, R or other programming language to performance data analytical tasks.
• Basic understanding of statistics and probabilities is a plus.
• Basic understanding of model building and validation process is a plus.
• Excellent oral and written communication skills.


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:



To learn more about our culture and community visit https://about.pypl.com/who-we-are/default.aspx





PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.


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 paypalglobaltalentacquisition@paypal.com.



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.