Senior Product Designer, Servicing Auto

The Team: 

Upstart’s Product Experience team brings together design, research, and content strategy to create cohesive, data-informed, and customer-centered experiences across the borrower and capital sides of our marketplace. We are a growing team building the product experience capability at Upstart, raising the bar on craft, strengthening cross-functional partnership, and shaping how disciplined, insight-driven design contributes to business outcomes. The role sits within a cross-functional squad led by a Senior Manager overseeing B2B and B2C experiences across Servicing, Capital Marketplace, and Auto Retail.

As the Senior Product Designer, Servicing Auto, you will shape the experiences and internal tools that help borrowers stay on track with payments, navigate financial hardship, and resolve delinquency. Your work will span borrower-facing communication, agent and AI-agent workflows, operational tooling, and the specialized processes required to service auto loans and recover charged-off debt. You’ll define strategy, lead research, and design streamlined, resilient systems that balance empathy for borrowers with strong operational and financial performance.

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

• 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.

Minimum Qualifications 

• 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.

Preferred Qualifications

• 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

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