Principal Product Designer, Servicing

The Team

Borrowers at Upstart are often approved within minutesbut 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 borrowerfacing platforms but also the tools used by customer support agents to deliver empathetic efficient service.

As a Principal Product Designer on Servicing youll define the future of Upstarts borrower and agent servicing experiences. Youll own the longterm design vision for how millions of borrowers repay $15B in loansacross web mobile telephony and emerging channels like AI chat. Youll partner with product engineering machine learning and operations to deliver experiences that are intelligent intuitive and deeply human. Youll also oversee and mentor senior designers setting the bar for design excellence and longterm 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 inperson collaborating via regular onsites. The inperson sessions cadence varies depending on the team and role; most teams meet once or twice per quarter for 24 consecutive days at a time.

How youll make an impact:

• Define and evolve the endtoend 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 were looking for:

• Minimum requirements:
  • 10 years designing and launching digital products with a record of leadership and impact
  • Experience crafting strategy for complex multiplatform service experiences
  • Portfolio that demonstrates systems thinking excellent visual and interaction design and behavioral or business outcomes
  • Experience designing both selfserve 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 AIdriven multimodal 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 youll 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 $4500 and immediate vesting and aftertax 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 allcompany 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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