Senior Product Designer - Disputes at Mercury

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.

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.

We're looking for a Senior Product Designer to help design that journey.

*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

• 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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