We’re seeking a Senior Product Designer to join our Consumer Servicing team, with a primary focus on our Chat Experiences. In this role, you’ll shape how customers and agents interact through our chat interfaces while contributing to our broader servicing ecosystem, including Agent Experience, Self-Service Experience, and Refunds and Disputes. You’ll bring expertise in creating intuitive, efficient experiences that serve both our customers and internal teams, transforming complex servicing workflows into seamless interactions.
 

What you’ll do:

• Design and deliver sophisticated chat experiences that balance customer needs with operational efficiency

• Navigate complex servicing scenarios to create clear, actionable solutions for both customers and agents

• Drive short-term optimizations while contributing to our long-term vision for customer service

• Partner closely with product management, engineering, research, and content teams to execute cohesive experiences across our servicing platforms

• Contribute to our conversational design patterns and help establish best practices for chat interactions

• Balance rapid iteration with thoughtful, systemic improvements across the Consumer Servicing ecosystem
   

What we look for:

• 5+ years of product design experience across mobile and desktop platforms, with demonstrated expertise in both consumer-facing and B2B applications

• This position requires either equivalent practical experience or a Bachelor’s degree in a related field

• Strong portfolio showcasing work you have developed that demonstrates end-to-end design processes / tools / experiences and successfully shipped digital products in fast-paced environments

• Experience designing conversation flows, chat interfaces, or related customer service app experiences

• Proven ability to navigate ambiguous problem spaces and drive work forward independently

• Strong track record of effective cross-functional partnership and collaborative problem-solving

• Experience working with and contributing to design systems

• Ability to balance high-quality execution with pragmatic shipping decisions

• Self-directed work style with a proactive approach to seeking feedback and driving projects forward

• Passion for improving financial services through thoughtful design and technology

• High level proficiency with Figma, FigJam, Google Suite, and other design tools
   

Nice to have: 

• Experience with consumer finance and/or payments

• UX writing experience
   

Pay Grade - L
Equity Grade - 8

Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.

Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)

USA base pay range (CA, WA, NY, NJ, CT) per year: $160,000 - $210,000
USA base pay range (all other U.S. states) per year: $142,000 - $192,000

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