Principal Product Designer, Servicing

As a Principal Product Designer on Servicing at Upstart, you'll define the future of borrower and agent servicing experiences, lead design for repayment workflows, and mentor senior designers.

Responsibilities

• 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

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

Key Skills

• 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

Benefits

• 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