Senior Product Designer

About the role

This role focuses on creating clear and trustworthy experiences for customers and internal teams during financial disputes. You will shape how people navigate complex situations, turning uncertainty into confidence.

Key facts

What you'll do

• Design complete dispute resolution processes for personal and business banking across various payment systems.
• Create unified journeys that connect customer interactions, investigator tools, communications, and operational workflows.
• Apply service design and systems thinking to enhance the entire dispute lifecycle.
• Translate intricate regulatory, operational, and technical details into intuitive and reliable user experiences.
• Develop efficient workflows that enable investigators to make sound decisions with confidence.
• Balance customer needs, business objectives, and compliance requirements in critical financial situations.
• Build experiences that reduce anxiety, increase transparency, and foster trust during stressful financial events.
• Champion customer perspectives while navigating operational and legal frameworks.
• Ensure interactions are clear, fair, and human, even when outcomes are not ideal for the customer.
• Collaborate with Product, Engineering, Operations, Compliance, and Strategy teams to identify opportunities and refine strategic direction.
• Base design choices on research, customer feedback, and fundamental problem analysis.
• Elevate the standards for service design, systems thinking, and overall product design quality at Mercury.

Requirements

• Possess at least 4 years of experience in product design, with a track record of owning complex, end-to-end projects.
• Have experience designing intricate workflows, systems, or service experiences that span multiple interaction points.
• Demonstrate strong analytical skills and the ability to understand how design decisions impact the larger product ecosystem.
• Showcase excellent interaction and visual design abilities, supported by a portfolio that highlights clear thinking and high-quality execution.
• Exhibit deep curiosity and a drive to understand the root cause of problems rather than just fulfilling requests.
• Have experience designing both customer-facing interfaces and internal operational tools.
• Understand how to integrate customer needs with operational realities, technical limitations, and business goals.
• Ground design decisions in user research and actively seek out insights from customers and operations.
• Excel in collaborative settings and can effectively influence cross-functional teams including Product, Engineering, Operations, Compliance, and Support.
• Are comfortable working in ambiguous environments and making progress where clear-cut solutions are not always available.

Nice to have

• Experience designing journeys for emotionally sensitive customer situations.
• Experience developing products that serve both end-users and internal operational staff.
• Familiarity with service design methodologies, including journey mapping or service blueprinting.
• Experience simplifying complex operational systems while maintaining high quality and trust.

Skills & tools

• Product Design
• Systems Thinking
• Service Design
• Interaction Design
• Visual Design
• User Research

Practical notes

• Total compensation includes base salary, equity (stock options/RSUs), and benefits.
• Salary ranges are competitive within the SaaS and fintech sectors and are updated regularly based on industry compensation data.
• New hire offers are determined by candidate experience, expertise, geographic location, and internal pay equity.
• Target new hire base salary range for US employees: $157,400-196,700 USD.
• Target new hire base salary range for Canadian employees: $148,700-185,900 CAD.
• Mercury is an equal opportunity employer committed to diversity and inclusion.
• Reasonable accommodations are available for applicants with disabilities throughout the recruitment process.