Senior UX Designer, Servicing

About Upstart

Upstart is a 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 two-thirds of Upstart loans are approved instantly and are fully automated.

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:

Upstart has experienced remarkable growth in recent years, successfully processing billions of dollars in loans every quarter. The Servicing team plays a crucial role creating an amazing Borrower experience which our customers love. Our mission is to build the best in class Loan and Borrower Servicing products which enable borrowers to effortlessly manage their loans, pay off their accounts, or connect with Upstart directly - all in a highly intuitive and effortless way.

As a UX Designer for our Servicing team, you will be responsible for designing intuitive, seamless, and user-friendly digital experiences that enhance customer interactions with our servicing products and platforms. You will collaborate with product managers, developers, and stakeholders to understand customer needs, identify pain points, and create solutions that optimize customer journeys in post-purchase, customer support, and service-oriented environments.

How you’ll make an impact:

• You will develop wireframes, interactive prototypes, and design mockups to communicate design ideas clearly and effectively to cross-functional teams.
• You will drive user research & analysis by conducting user research, including interviews, surveys, and usability tests, and gathering insights into customer needs, behavior, and pain points in servicing workflows.
• You will create and maintain user journey maps, personas, and service blueprints to guide design decisions and identify opportunities for improvement.
• You will work closely with product managers, developers, and stakeholders to define project goals, propose design solutions, and ensure feasibility and alignment with technical requirements.
• You will conduct usability tests on new and existing features to evaluate the effectiveness of design solutions and iteratively improve the user experience.
• You will create an amazing user experience that ensures the visual design aligns with the overall user experience vision and brand guidelines.
• You will leverage quantitative and qualitative data from customer feedback, analytics, and A/B testing to inform design decisions and continuously optimize user interactions.
• You will ensure that designs are accessible and inclusive, adhering to best practices and relevant standards.
• You will contribute to and maintain a design system that ensures consistency and scalability across all servicing products and platforms.

Minimum Qualifications:

• 4+ years experience designing and launching high quality digital products
• Strong portfolio showcasing user centered design Process and UX skills
• Highly skilled with Figma and similar design tools
• Highly skilled at research and experimentation, and at analyzing data and usage patterns.
• Clear communicator and collaborator who is comfortable giving and taking design feedback, presenting to stakeholders and driving consensus around a common goal

Preferred Qualifications:

• Can successfully run user research studies and translate the learnings into business and / or design decisions
• Capable of diligently navigating the dynamic relationship between user needs and business requirements
• Experience working with engineers in the Agile software development framework
• Skilled at solving design challenges in complex domains like Finance, Healthcare, Education or B2B
• Bachelor's or Master's degree in design-related or engineering-related field

Position location This role is available in the following locations: Remote

Time zone requirements The 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.

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

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 work@tuhustle.com

https://www.upstart.com/candidate_privacy_policy