Senior Product Designer – Disputes

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Take ownership of designing dispute experiences across Business Banking, Personal Banking, and various payment channels.

• Create cohesive journeys that encompass customer experiences, investigator tools, communications, and operational systems.

• Apply service design and systems thinking to enhance the dispute experience from initiation to resolution and beyond.

• Simplify regulatory, operational, and technical complexities into experiences that are intuitive, trustworthy, and easy to navigate.

• Develop workflows that enable investigators to make efficient and confident high-quality decisions.

• Balance the needs of customers, business requirements, and compliance obligations in a demanding environment.

• Design experiences that alleviate uncertainty, enhance transparency, and instill confidence during some of the most stressful financial moments for customers.

• Champion customer needs while maneuvering through operational and regulatory constraints.

• Ensure that experiences are perceived as clear, fair, and human, even when outcomes may not align with customer expectations.

• Collaborate closely with Product, Engineering, Operations, Compliance, and Strategy teams to foster big-picture thinking and discover new opportunities.

• Base decisions on research, customer insights, and first-principles thinking.

• Elevate the standards for service design, systems thinking, and product craftsmanship across Mercury.

⛳️ Requirements

• Possess 4+ years of product design experience, including managing end-to-end projects in complex areas.

• Have a background in designing intricate workflows, systems, or service experiences that span multiple touchpoints.

• Exhibit strong systems thinking and the ability to understand how decisions in one aspect of a product impact the wider ecosystem.

• Showcase exceptional skills in interaction design and visual design, with a portfolio that reflects both clarity of thought and execution quality.

• Be deeply curious and consistently strive to understand the root problem rather than merely fulfilling requirements.

• Have experience in designing customer-facing experiences, internal tools, or ideally both.

• Understand the importance of balancing customer needs, operational realities, technical limitations, and business objectives.

• Base decisions on research and actively pursue customer and operational insights.

• Excel in collaborative environments and have the ability to influence across Product, Engineering, Operations, Compliance, and Support teams.

• Be comfortable navigating uncertainty and making progress in areas where perfect solutions are rarely available.

🏝️ Benefits

• Base salary

• Equity (stock options/RSUs)