Senior Product Designer - Disputes

<p>The hardest part of uncertainty is rarely the waiting. It's not knowing.</p> <p>A delayed flight feels different when you can see exactly where the plane is. Traffic feels more manageable when your navigation shows a clear route ahead. Clarity doesn't eliminate the problem, but it changes how the journey feels.</p> <p>Disputes are one of those moments. A customer notices a charge they don't recognize, a card has been compromised, or money has gone missing. At Mercury, we believe disputes are one of the most important trust-building moments in banking*. We're designing experiences that replace uncertainty with clarity, confusion with understanding, and anxiety with confidence, helping customers and investigators navigate complex situations with trust every step of the way.</p> <p>We're looking for a Senior Product Designer to help design that journey.</p> <p><em>*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.</em></p> <h2><strong>What you'll do</strong></h2> <h3>Design end-to-end dispute experiences</h3> <ul> <li>Own the design of dispute experiences across Business Banking, Personal Banking, and multiple payment rails.</li> <li>Design cohesive journeys spanning customer experiences, investigator tooling, communications, and operational systems.</li> <li>Use service design and systems thinking to improve the dispute experience from beginning to resolution and beyond.</li> </ul> <h3>Simplify complexity</h3> <ul> <li>Transform regulatory, operational, and technical complexity into experiences that feel intuitive, trustworthy, and easy to navigate.</li> <li>Design workflows that help investigators make high-quality decisions efficiently and confidently.</li> <li>Balance customer needs, business requirements, and compliance obligations in a high-stakes environment.</li> </ul> <h3>Design for trust</h3> <ul> <li>Create experiences that reduce uncertainty, increase transparency, and build confidence during some of the most stressful moments customers have with their finances.</li> <li>Advocate for customer needs while navigating operational and regulatory constraints.</li> <li>Ensure experiences feel clear, fair, and human, even when outcomes are not always what customers hope for.</li> </ul> <h3>Drive impact through curiosity and collaboration</h3> <ul> <li>Partner closely with Product, Engineering, Operations, Compliance, and Strategy to shape big picture thinking and uncover new opportunities.</li> <li>Ground decisions in research, customer insights, and first-principles thinking.</li> <li>Raise the bar for service design, systems thinking, and product craft across Mercury.</li> </ul> <h2>You are the right fit if you</h2> <ul> <li>Have 4+ years of product design experience, including ownership of end-to-end projects in complex domains.</li> <li>Have experience designing sophisticated workflows, systems, or service experiences that unfold across multiple touchpoints.</li> <li>Demonstrate strong systems thinking and can understand how decisions in one part of a product affect the broader ecosystem.</li> <li>Have exceptional interaction design and visual design craft, with a portfolio that shows both clarity of thinking and quality of execution.</li> <li>Are deeply curious and consistently seek to understand the underlying problem rather than simply executing requirements.</li> <li>Have experience designing customer-facing experiences, internal tooling, or ideally both.</li> <li>Understand how to balance customer needs, operational realities, technical constraints, and business requirements.</li> <li>Ground your decisions in research and actively seek out customer and operational insights.</li> <li>Thrive in highly collaborative environments and can influence across Product, Engineering, Operations, Compliance, and Support.</li> <li>Are comfortable navigating ambiguity and making progress in spaces where there are rarely perfect answers.</li> </ul> <h3><strong>The following would be particularly exciting</strong></h3> <ul> <li>Experience designing emotionally charged customer journeys.</li> <li>Experience building products that support both customers and internal operators.</li> <li>Experience with service design, journey mapping, or service blueprinting.</li> <li>Experience simplifying operationally complex systems without sacrificing quality or trust