Senior Product Designer, Servicing

About the role

You will own the end-to-end design of the mortgage delinquency experience for both homeowners and servicing agents at Valon. This role requires you to design within highly regulated financial workflows while ensuring the experience reduces stress and builds trust. You will translate complex policy logic and legal constraints into intuitive, accessible, and compliant user interfaces. The Senior Product Designer will define the information architecture and interaction models for critical delinquency workflows. You will partner deeply with data scientists and engineers to prototype and validate AI-assisted features in production. Your work will directly impact the customer experience for homeowners navigating financial hardship. You will also shape the tools that enable our servicing agents to perform their jobs accurately and efficiently.

Key facts

What you'll do

Define the end-to-end user journey for homeowners entering delinquency status, mapping touchpoints across channels and systems.

Conduct and synthesize user research with homeowners in financial distress to uncover unmet needs and emotional pain points.

Partner with product managers to translate regulatory requirements and business rules into clear product requirements and design specifications.

Create low-fidelity wireframes that explore multiple interaction patterns before committing to high-fidelity solutions.

Develop interactive prototypes to test concepts with users and stakeholders and iterate based on qualitative feedback.

Design and iterate on interfaces for our servicing agents, focusing on efficiency, accuracy, and error prevention in high-pressure scenarios.

Collaborate with legal and compliance teams to ensure all designs adhere to strict financial regulations and disclosure requirements.

Work with data teams to define metrics that evaluate design success and user well-being throughout the delinquency journey.

Contribute to the evolution of the ValonOS design system, creating reusable components for delinquency-specific interfaces.

Facilitate design reviews with engineering to surface technical constraints early and ensure design integrity during implementation.

Translate ambiguous business problems into structured design explorations that balance user needs with operational constraints.

Mentor junior designers by providing detailed feedback on wireframes, prototypes, and design rationale.

Coordinate with engineering partners to ensure design implementations remain true to the intended user experience across platforms.

Identify opportunities to standardize patterns across different delinquency states and edge cases.

Present design decisions to cross-functional stakeholders, clearly articulating the trade-offs between user experience and business needs.

Drive the design validation phase by planning and moderating usability tests with real users in the delinquency workflow.

Requirements

You have a Bachelor's degree in Design, Human-Computer Interaction, or a related field.

You have 5+ years of experience in product design, with a strong portfolio demonstrating your process.

You have demonstrated experience designing for regulated industries such as finance, healthcare, or insurance.

You are comfortable designing complex workflows that involve multiple stakeholders and decision points.

You have a proven ability to work with ambiguous problems and turn them into structured design solutions.

You have strong written and verbal communication skills and can present design rationale to both technical and non-technical audiences.

You are proficient in design tools such as Figma, Sketch, or similar industry-standard prototyping tools.

You have experience working with data and analytics to inform design decisions and measure impact.

You are able to manage multiple priorities in a fast-paced environment and deliver high-quality work on schedule.

You are comfortable working within a code-centric culture and collaborating closely with engineering teams.

You have an eye for detail and a commitment to accessibility and inclusive design principles.

You are passionate about building services that help people during stressful financial moments.

You are a self-starter who takes ownership of problems and sees projects through from discovery to delivery.

Nice to have

Experience with mortgage servicing or financial services workflows.

Familiarity with AI-assisted user experiences and prompt-driven interfaces.

Background in user research and qualitative testing methods.

Contributions to open-source design systems or public design case studies.

Practical notes

This role is based in New York and requires in-office presence.

Travel is not required for this role.

No visa sponsorship is available for this position at this time.

Candidates must be authorized to work in the United States without sponsorship.

Application consideration will continue until the role is filled.