Principal Product Designer, Servicing

Upstart; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

An innovative firm is seeking a Principal Product Designer to shape the future of borrower and agent servicing experiences. This role involves defining the design vision for how millions interact with financial services across various platforms. You will collaborate with cross-functional teams to create intelligent and intuitive experiences while mentoring senior designers. Join a company that values accessibility and empathy in design, and make a significant impact in the fintech industry. If you are passionate about creating user-centered designs and have a proven track record of leadership, this is the perfect opportunity for you.

Benefits

Competitive Compensation (base + bonus & equity)

Comprehensive medical, dental, and vision coverage

401(k) with company match

Employee Stock Purchase Plan (ESPP)

Life and disability insurance

Generous leave policies

Annual wellness reimbursement programs

Catered lunches and snacks

Qualifications

• 10+ years of experience in digital product design with leadership roles.
• Proficient in creating multi-platform service experiences.

Responsibilities

• Define end-to-end servicing design strategy across platforms.
• Lead design for repayment workflows and agent tooling.

Skills

Digital Product Design

Systems Thinking

Visual Design

Interaction Design

Stakeholder Communication

Mentoring Design Talent

Tools

Figma

Usability Testing Tools

Job description

The Team

Borrowers at Upstart are often approved within minutes—but spend years repaying their loans. The Servicing team owns 99% of borrower interactions during that repayment period, designing experiences that reduce delinquency, build trust, and guide borrowers toward financially healthy outcomes. This includes not only borrower-facing platforms, but also the tools used by customer support agents to deliver empathetic, efficient service.

As a Principal Product Designer on Servicing, you’ll define the future of Upstart’s borrower and agent servicing experiences. You’ll own the long-term design vision for how millions of borrowers repay $15B+ in loans—across web, mobile, telephony, and emerging channels like AI chat. You’ll partner with product, engineering, machine learning, and operations to deliver experiences that are intelligent, intuitive, and deeply human. You’ll also oversee and mentor senior designers, setting the bar for design excellence and long-term experience quality across the team.

Position Location - This role is available in the following locations: Remote

Time Zone Requirements - This team operates on the East/West Coast time zones.

Travel Requirements - As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.

How you’ll make an impact:

• Define and evolve the end-to-end servicing design strategy across borrower and agent platforms
• Lead design for repayment workflows, delinquency recovery, and agent tooling
• Create consistent, scalable experiences across web, mobile, telephony, and conversational AI
• Collaborate with PMs, engineers, ML, and ops to drive roadmap strategy and execution
• Conduct research to uncover borrower and agent needs, behaviors, and pain points
• Advocate for accessibility, empathy, and clarity in every interaction
• Mentor senior designers and provide clear, actionable feedback and critique
• Represent borrower perspectives in planning, prioritization, and experience measurement

What we’re looking for:

• Minimum requirements:
  • 10+ years designing and launching digital products, with a record of leadership and impact
  • Experience crafting strategy for complex, multi-platform service experiences
  • Portfolio that demonstrates systems thinking, excellent visual and interaction design, and behavioral or business outcomes
  • Experience designing both self-serve customer flows and internal operational tools
  • Proficiency in Figma and modern research and usability testing tools
  • Strong facilitation and communication skills; experienced in stakeholder alignment
  • Proven ability to guide and mentor design talent across teams

• Preferred qualifications:
  • Experience in fintech, credit servicing, or customer support environments
  • Familiarity with voice, chat, or AI-driven multi-modal UX
  • Deep understanding of accessibility, compliance, and regulated product design
  • Track record of improving product or operational performance through design
  • Experience working within and contributing to design systems
  • Commitment to accessibility and inclusive design standards

What you'll love:

• Competitive Compensation (base + bonus & equity)
• Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart
• 401(k) with 100% company match up to $4,500 and immediate vesting and after-tax savings
• Employee Stock Purchase Plan (ESPP)
• Life and disability insurance
• Generous holiday, vacation, sick and safety leave
• Supportive parental, family care, and military leave programs
• Annual wellness, technology & ergonomic reimbursement programs
• Social activities including team events and onsites, all-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering
• Catered lunches + snacks & drinks when working in offices

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