Upstart
Principal Product Designer, Servicing
Job Description
About Upstart
Upstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstart's AI marketplace, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates across races, ages, and genders, while simultaneously delivering the exceptional digital-first lending experience their customers demand. More than 80% of borrowers are approved instantly, with zero documentation to upload.
Upstart is a digital-first company, which means that most Upstarters live and work anywhere in the United States. However, we also have offices in San Mateo, California; Columbus, Ohio; and Austin, Texas.
Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can make at Upstart, we’d love to hear from you!
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
#LI-REMOTE
#LI-MidSenior
At Upstart, your base pay is one part of your total compensation package. The anticipated base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).
Upstart is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive better access to affordable credit, and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures, backgrounds, perspectives, and experiences, and know that we can only become better together.
If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email [email protected]
Upstart
A lending platform using AI to provide personal loans and credit solutions with a focus on fair and fast approvals.
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