About Upstart
At Upstart, we’re united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day, we bring creativity, experimentation, and advanced AI to reshape access to credit, helping millions move forward financially with clarity and confidence.
As the leading AI lending marketplace, we partner with banks and credit unions to expand access to affordable credit through technology that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 1,800 signals, powering smarter, fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea, every voice, and every contribution moves us closer to a world where credit never stands between people and their financial progress.
We’re proudly digital-first, giving most Upstarters the flexibility to do their best work from wherever they thrive, alongside teammates across 80+ cities in the US and Canada. Digital-first doesn’t mean distant. We’re intentional about in-person connection through team onsites, planning sessions, and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus, Austin, the Bay Area, or New York City (opening Summer 2026), you’ll have the support to work in the way that works best for you.
If you’re energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we’d love to hear from you.
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
#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).
What you'll love
At Upstart, our benefits are designed to support your health, financial well-being, family, and personal growth. Here’s what you can expect:
- Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
- Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year
- Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees
- Affordable medical, dental, and vision coverage, with multiple plan options - Upstart covers 90% to 100% of the cost depending on the plans you choose
- Health Savings Account contributions from Upstart for eligible plans
- Income protection benefits, including company-paid Basic Life, AD&D, and Short- and Long-Term Disability coverage, with options to purchase supplemental coverage
- Paid time off, sick and safe time, and company holidays
- Paid family and parental leave to support caregiving and major life moments
- Family-centered benefits through Carrot and Cleo, supporting fertility, parenthood, and caregiving
- Employee Assistance Program (EAP) offering mental health support and life-centered resources
- Financial wellness resources, including access to financial planning tools and a financial concierge service
- Annual wellness allowance to support your physical and emotional well-being and personal development, based on what matters most to you
- Annual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from
- Connection and community through team events and onsites, all-company updates, and employee resource groups (ERGs)
- Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our four offices, located in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!).
Upstart is a proud Equal Opportunity Employer. Just as we are dedicated to improving access to affordable credit for all, we are committed to inclusive and fair hiring practices.
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]
https://www.upstart.com/candidate_privacy_policy
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