Senior Product Designer - Disputes

About the role

In this role, you will design end-to-end dispute experiences across different banking sectors, focusing on clarity and trust. You will be responsible for creating cohesive customer journeys, simplifying complex processes, and ensuring that experiences are intuitive and trustworthy.

Collaboration is key at Mercury, as you will work closely with Product, Engineering, Operations, Compliance, and Strategy teams. You will drive design decisions based on research and insights, while advocating for customer needs within operational and regulatory constraints.

The salary range for this position is competitive, with a base salary between $157,400 and $196,700 USD for US employees.

Who this role suits

• A candidate with 4+ years of product design experience, particularly in complex domains.
• Someone who excels in collaborative environments and can influence cross-functional teams.
• A person who is comfortable navigating ambiguity and is deeply curious about understanding underlying problems.
• An individual who demonstrates strong systems thinking and possesses exceptional interaction and visual design skills.

From the employer

What you'll do

• Design end-to-end dispute experiences
• 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.
• Simplify complexity
• 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.
• Design for trust
• 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.
• Drive impact through curiosity and collaboration
• 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.

You are the right fit if you

• 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.

The total rewards package at Mercury includes

• Base salary, equity (stock options/RSUs), and benefits.
• Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry.
• New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.
• Our target new hire base salary ranges for this role are the following:
• US employees (any location): $157,400–196,700 USD
• Canadian employees (any location): $148,700–185,900 CAD.