[Remote] Senior Product Designer, Servicing Auto and Recoveries

Note: The job is a remote job and is open to candidates in USA. Upstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. As the Senior Product Designer for Servicing Auto and Recoveries, you will shape borrower experiences and internal tools to assist with payments and financial hardships while ensuring operational efficiency and empathy in design.

Responsibilities

• Create user journeys, workflows, prototypes, and polished mockups that define how borrowers understand payments, navigate hardship, engage with support, and move through delinquency, collections, and recoveries across all loan products, including auto
• Lead research, discovery, and usability studies with delinquent borrowers, customer support agents, servicing operations, and auto specialists to understand expectations, pain points, and real-world operational workflows
• Translate complex regulatory, compliance, and operational requirements into intuitive experiences for borrower communications, agent tools, AI-agent interactions, and auto-specific servicing processes such as insurance verification and collateral management
• Partner with product and engineering teams to design tools that improve recovery outcomes, reduce servicing and operational burden, and strengthen empathy, trust, and clarity in every borrower interaction
• Shape internal tools and AI-assisted workflows that support collections and recoveries, automate repetitive tasks, increase accuracy in data-heavy environments, and scale servicing operations
• Use qualitative and quantitative data to validate design decisions, refine borrower and agent workflows, and improve comprehension, accuracy, and efficiency in high-stakes, detail-critical servicing scenarios
• Contribute to a unified design system that supports accessible, consistent patterns across borrower-facing servicing experiences, agent platforms, and operational tooling
• Produce clear design artifacts that drive alignment across product, engineering, operations, risk, compliance, and vendor partners.sign artifacts that drive alignment across product, engineering, operations, risk, and compliance stakeholders

Skills

• 7 or more years designing customer-facing or enterprise digital products, with experience simplifying complex workflows and data-dense systems
• Demonstrated expertise designing for responsive web and, ideally, native mobile or tablet workflows used in operational environments
• Strong portfolio showing end-to-end design thinking grounded in user insight, clarity, and system-level reasoning
• Skilled with Figma and research tools such as Usertesting, Maze, or Lookback
• Experience collaborating with cross-functional partners in technical, risk, or compliance-driven domains
• Strong communicator who can articulate tradeoffs, share work with clarity, and build alignment across engineering, operations, and business teams
• Experience designing for fintech, lending, credit servicing, customer support, or other regulated industries
• Familiarity with collections, recoveries, auto servicing workflows, or financial hardship experiences
• Comfort designing products in environments with vendor integrations, AI-assisted workflows, or multi-modal communication channels
• Ability to navigate ambiguity while designing for accuracy, transparency, and trust in high-stakes decision spaces
• Depth in accessibility and inclusive design, especially in contexts where comprehension, clarity, and emotional sensitivity

Benefits

• 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

Company Overview

• Upstart (NASDAQ: UPST) is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. It was founded in 2012, and is headquartered in San Mateo, California, USA, with a workforce of 1001-5000 employees. Its website is https://upstart.com/about.

Company H1B Sponsorship

• Upstart has a track record of offering H1B sponsorships, with 48 in 2025, 70 in 2024, 85 in 2023, 85 in 2022, 42 in 2021, 15 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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