Senior Product Designer - Disputes

San Francisco New York Ny Portland Or Or Within Canada Or United States, United StatesRemote

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.
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.
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
Demonstrate strong systems thinking and can understand how decisions in one part of a product affect the broader ecosystem.
Ground your decisions in research and actively seek out customer and operational insights.

experience designing sophisticated workflows, systems, or service experiences that unfold across multiple touchpoints.
Experience designing emotionally charged customer journeys. •
Experience with service design, journey mapping, or service blueprinting. •

Have 4+ years of product design experience, including ownership of end-to-end projects in complex domains. Have

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

The hardest part of uncertainty is rarely the waiting. It's not knowing.
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.
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.
*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
What you'll do Design end-to-end dispute experiences
Use service design and systems thinking to improve the dispute