Note: The job is a remote job and is open to candidates in USA. Mercury is a fintech company focused on enhancing customer trust in banking experiences, particularly during disputes. They are seeking a Senior Product Designer to create intuitive and cohesive dispute experiences that simplify complex regulatory and operational challenges while advocating for customer needs.
Responsibilities
- Own the design of dispute experiences across Business Banking, Personal Banking, and multiple payment rails
- Design cohesive journeys spanning customer experiences, investigator tooling, communications, and operational systems
- Use service design and systems thinking to improve the dispute experience from beginning to resolution and beyond
- Transform regulatory, operational, and technical complexity into experiences that feel intuitive, trustworthy, and easy to navigate
- Design workflows that help investigators make high-quality decisions efficiently and confidently
- Balance customer needs, business requirements, and compliance obligations in a high-stakes environment
- Create experiences that reduce uncertainty, increase transparency, and build confidence during some of the most stressful moments customers have with their finances
- Advocate for customer needs while navigating operational and regulatory constraints
- Ensure experiences feel clear, fair, and human, even when outcomes are not always what customers hope for
- Partner closely with Product, Engineering, Operations, Compliance, and Strategy to shape big picture thinking and uncover new opportunities
- Ground decisions in research, customer insights, and first-principles thinking
- Raise the bar for service design, systems thinking, and product craft across Mercury
Skills
- Have 4+ years of product design experience, including ownership of end-to-end projects in complex domains
- Have experience designing sophisticated workflows, systems, or service experiences that unfold across multiple touchpoints
- Demonstrate strong systems thinking and can understand how decisions in one part of a product affect the broader ecosystem
- Have exceptional interaction design and visual design craft, with a portfolio that shows both clarity of thinking and quality of execution
- Are deeply curious and consistently seek to understand the underlying problem rather than simply executing requirements
- Have experience designing customer-facing experiences, internal tooling, or ideally both
- Understand how to balance customer needs, operational realities, technical constraints, and business requirements
- Ground your decisions in research and actively seek out customer and operational insights
- Thrive in highly collaborative environments and can influence across Product, Engineering, Operations, Compliance, and Support
- Are comfortable navigating ambiguity and making progress in spaces where there are rarely perfect answers
- Experience designing emotionally charged customer journeys
- Experience building products that support both customers and internal operators
- Experience with service design, journey mapping, or service blueprinting
- Experience simplifying operationally complex systems without sacrificing quality or trust
Benefits
- Equity (stock options/RSUs)
- Benefits
- Reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs
Company Overview