Principal Product Designer, Servicing

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!

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.

This role is available in the following locations:
Remote

This team operates on the East/West Coast time zones.

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 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.

• 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

• 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

• 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…