Senior Product Designer - Disputes

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

Requirements:

• 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