Senior Product Designer (Service Design)

Design at Brex

The Design team at Brex is responsible for crafting seamless, intuitive experiences across our financial platform, helping our customers get time back so they can focus their attention on scaling their businesses. Our team is composed of creative individuals with a wide variety of roles, responsibilities, and backgrounds, ranging from fintech startups to design agencies to Fortune 500 companies.

What you’ll do

As a Service Design Lead at Brex, you will collaborate with product and engineering teams to establish and execute a strong product design standard that positions Brex as a leader in financial innovation. You will play a critical role in transforming how internal teams interact with customers, creating user-centered service experiences, and developing scalable service patterns and best practices for the customer onboarding funnel. This role involves driving alignment and contributions across multiple stakeholders, including clients, third-party partners, and ecosystem players, to deliver seamless and impactful experiences. You will lead key initiatives to guide customers through the sales-to-product onboarding journey, combining strategic thinking with meticulous attention to detail to enhance complex end-to-end service processes. With an owner’s mentality, you will take pride in your work and the success of your team, contributing as both a builder and part-owner of Brex’s mission to redefine financial services.

Where you’ll work

This role will be based in our San Francisco, New York or Seattle office. You must be willing to work in office at least 2 days per week on Wednesday and Thursday. Employees will be able to work remotely for up to 4 weeks per year, for a minimum of one week at a time.

Responsibilities

• Lead the scoping, planning, and implementation of comprehensive service design projects, collaborating closely with internal stakeholders from sales, product, design, research, and service operations
• Identify and implement key areas AI can vastly improve efficiency across the overall Brex experience within onboarding and overall Brex accounting processes 
• Work with key stakeholders to create and implement an innovative and world class customer onboarding experience across Brex platform
• Organize and lead workshops with cross-functional teams to brainstorm, innovate, and solve problems effectively
• Define a multi-channel approach and experiment what drives both the best conversion and best experience for our customers
• Champion frameworks – such as, journey maps, service blueprints, ecosystem maps – that help bring clarity to complex challenges in human behaviors, relationships, workflow and processes, and drive decision making

Requirements

• Strong written and verbal communication skills, with a talent for detailed articulations of strategy, process, and leading cross-functional meetings to align teams
• Experience working cross-functionally with engineering, marketing, design and product management teams
• Strong ability to craft a clear narrative and paint a vision that communicates and aligns teams
• Passion for team building and development
• 5+ years of design experience

Bonus points

• Experience working with tools including but not limited to Figma, Jira, Looker, Slack, Google Apps, Salesforce, Chrome Console
• Experience working on products in both B2B and B2C companies 

Compensation

The expected salary range for this role is $152,000 - $190,000.  However, the starting base pay will depend on a number of factors including the candidate’s location, skills, experience, market demands, and internal pay parity. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.