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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