Principal Product Designer

Job Description

We’re looking for a talented Product Designer to join our Trust team in London. You’ll be joining the team that designs and improves the ways we help keep customer money safe. You will be leading efforts to optimise the end-to-end experience and controls that we implement to ensure that customer transactions are safe and compliant. You will create a single, holistic experience for customers to remove friction when they encounter difficulties — and make it easy for our internal teams to take action when things go awry.

You will partner with product and operational teams to clarify and simplify operational processes and connect them to great (sometimes invisible) customer experiences. You will help customers understand when something has gone wrong and enable them to take action to resolve issues. You will partner across the Trust pillar with designers and domain experts to align on patterns and to unify and simplify things for customers.

This is a unique opportunity to dive deeply into understanding the inner workings of how we prevent financial crimes while reducing customer friction and ensuring that customer’s money stays safe. Your work will readily contribute to the growth of [Employer hidden] and our mission — money without borders.

Here’s how you’ll be contributing:

• You’ll get to know [Employer hidden] customers and build an understanding of their goals.
• You’ll get to know teams across the full breadth of the business to uncover opportunities to help them help customers.
• You’ll be using your full range of Product Design and Service Design skills to discover, design, and deliver simple and well-crafted processes as well as mobile and web experiences that ensure customers are in-the-know and empowered to manage their accounts successfully.
• You’ll be influential in your team, increasing customer-centricity, creativity, and design quality.
• You’ll meet agents, build empathy and understand what challenges they face when using our internal products.

This role will give you the opportunity to:

• Ship work you’re proud of. Craft experiences that are innovative, easy to use and clear.
• Own your impact. Product teams decide what opportunities to work on, and define their success metrics.
• Elevate product quality. You define what ‘good’ looks like to your team. And you help them deliver it.
• Be part of a positive change in the world. We’re fixing a broken, greedy system, and putting people and businesses in control of their money.

About you:

You’ve got a portfolio of well-crafted, impactful work that solves real problems for real people.

You operate as a full partner with your cross-functional team members (product, data analysts, research, content) and can lead on design vision. You have moved beyond merely seeking “a seat at the table.”

You have a knack for diagramming complex processes to make the invisible visible and tangible, and can lead conversations about the right tradeoffs to make to simplfy and strengthen those processes.

You drive the design of complex, user-centred services both in teams and across the department, setting the vision and ensuring iterative processes lead to successful outcomes

You champion and facilitate collaboration across diverse multidisciplinary teams, fostering a culture of co-design and shared ownership of the design process

You are an advocate for design within the organisation, clearly communicating the value of design to senior leaders and stakeholders at all levels, and influencing strategic direction in your business area.

You default to prototyping when presenting your work.

You understand that good design is often a journey to identify the right thing to build, using early concepts and prototypes to help build conviction along the way.

You’ve worked with design systems to produce beautiful and functional design that scales.

You practise evidence-based design, and can rationalise your decisions clearly and credibly.