# Senior Product Designer - Disputes

**Company:** [Mercury](https://hotfix.jobs/companies/mercury)
**Location:** Remote
**Role:** Product Design
**Salary:** $157k – $197k/yr
**Experience:** 4+ years
**Skills:** Product Design, Service Design, Systems Thinking, Interaction Design, Visual Design, Journey Mapping, Workflow Design, User Research, Portfolio Development, Cross-Functional Collaboration
**Posted:** 2026-06-23

> Senior Product Designer owning end-to-end dispute experiences across banking products. Designs customer and investigator workflows, simplifies regulatory complexity, and builds trust through service design and systems thinking.

## Job Description

## 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 following would be particularly exciting
- 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.

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