Senior Product Designer - Disputes

About the role

This Senior Product Designer will take ownership of the entire dispute experience within Mercury's banking services, covering both business and personal banking, and various payment rails. The work involves designing cohesive customer journeys, investigator tools, communications, and operational systems. The core challenge is to transform complex regulatory, operational, and technical requirements into intuitive, trustworthy, and easy-to-navigate experiences.

A key aspect of this role is simplifying complexity and designing for trust. The designer will create workflows that enable investigators to make efficient and accurate decisions, while also ensuring customer experiences reduce uncertainty and build confidence. This involves balancing customer needs with business requirements and compliance obligations, aiming for clear, fair, and humane interactions even when outcomes are not ideal for customers.

Success in this position requires a highly collaborative approach, partnering with Product, Engineering, Operations, Compliance, and Strategy teams. The designer will shape strategic thinking and uncover new opportunities, grounding decisions in research, customer insights, and first-principles thinking. This role also involves elevating the standards for service design, systems thinking, and overall product craft within Mercury.

The base salary for US employees in any location ranges from $157,400 to $196,700 USD.

Skills that matter here

• product design experience: This role requires over four years of experience, including leading end-to-end projects in complex areas.
• systems thinking: The designer must understand how decisions in one part of the product impact the broader ecosystem.
• interaction design: Exceptional skill in designing user interactions is necessary, demonstrated through a strong portfolio.
• visual design: A high level of craft in visual design is expected, with a portfolio showcasing both clear thinking and quality execution.
• research: Decisions should be based on research and insights from customers and operations.
• collaboration: The role involves thriving in collaborative environments and influencing various cross-functional teams.

Who this role suits

• Someone who enjoys untangling complex problems and simplifying them into clear, user-friendly solutions.
• A designer who is deeply curious, always seeking to understand the root cause rather than just executing tasks.
• An individual who can balance competing demands from customers, business, operations, and compliance.
• A person comfortable navigating ambiguity and making progress in situations without perfect answers.

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.